Head of Customer Service - Polestar Australia
About Us
We are Polestar. We are detail obsessed, performance focused and determined to make the most advanced and exciting electric cars the world has ever seen. We blaze our own trail, one without compromise. We don’t believe in shortcuts. We innovate constantly and we are relentless in our pursuit of the best. We’re expanding, and we need people who share our vision and want to be part of something different.
About The Role
Reporting to the Head of Market in this position you will be the local point of contact to handle the Polestar Customer Service department. You will be working together with our key stakeholders in the market and centrally to drive and deliver an exceptional service to our customers. In this way you’re responsible for strategic planning and performance of the Customer Service Department.
In addition, you will be responsible for overseeing the development of Customer Loyalty programs to drive long-term growth and retention in our Brand and Customer base.
Key Responsibilities
Strategic Liaison:
Serve as the primary interface between Polestar HQ, Polestar Australia Management Team
Work with Polestar Global and Volvo Cars to establish efficient joint and independent customer service processes.
Identify and address gaps where Polestar requires dedicated customer service capabilities.
Operational Excellence:
Oversee the establishment and management of Polestar Customer Service operations in Australia, including pilot programs for new initiatives.
Define and enforce service network and dealer standards across Australia.
Develop and monitor objectives to measure the effectiveness of business operations and customer service delivery.
Oversee our internal call centre operations to ensure we achieve the highest level of customer service and hit our CSAT goals.
Ensure the Order to Delivery process runs smoothly.
Revenue and Satisfaction Goals:
Lead initiatives to achieve customer satisfaction and profitability targets.
Manage warranty and goodwill processes, ensuring compliance and efficient claim handling.
Optimise the sale of parts, accessories and merchandise to hit revenue targets.
Accountability and Deliverables
Ensure delivery of Polestar customer support services, including technical assistance, workshop systems, and owner information.
Plan and manage service offerings aligned with Polestar’s business and product launch plans.
Set and communicate business goals and targets for the Australian market in collaboration with Polestar HQ.
Identify and address operational challenges, initiating corrective actions when needed.
Monitor Customer Service KPIs for the Australian market.
Authority
Represent Polestar Customer Service Australia in key forums, projects, and initiatives.
Execute tasks, projects, and strategies aligned with Polestar’s Customer Service objectives.
Competence Requirements
Education & Experience:
Leadership experience in aftersales or customer service within the automotive industry, particularly in a premium brand.
At least five years of experience in service strategy or similar roles, with market-based experience essential.
Proven international exposure with a deep understanding of diverse consumer needs. (desirable)
Degree in Technical or Business disciplines or equivalent experience.
Skilled in project management with a history of leading cross-functional teams.
Core Areas of Responsibility:
Customer services business strategies.
Customer care and support operations.
Strategic planning, Development and oversight of the service network.
Workshop standards, systems, and operations.
Warranty and goodwill handling.
Owner information management.
Training and competence development for the service network.
Knowledge of Australian Consumer Law, rights and obligations per ACCC.
Skills and Attributes:
Passion for delivering outstanding customer experiences in the premium automotive sector.
Exceptional leadership and communication skills, with the ability to inspire and motivate teams.
Strong problem-solving abilities and a proactive mindset.
Solid business acumen with excellent analytical and interpersonal skills.
Personal Qualities:
Collaborative team player with a global perspective.
Strong commitment to knowledge sharing and fostering a culture of learning.
Innovative thinker with a structured and goal-oriented approach.
Customer-centric with high levels of professionalism and drive.
This role is integral to ensuring Polestar delivers a world-class customer experience while achieving strategic goals in the Australian market.