Customer Experience – Lead Analyst – Jowett Motor Group (Full-Time)

About Jowett Motor Group

Since 2001, Jowett Motor Group has grown into a leading automotive group representing BMW, MINI, Motorrad, Honda, Audi, Geely, Chery and JMG Used Cars. Our culture is built on family values, accountability, and continuous improvement. We care about performance, but we care just as much about our people.

We are looking for a Customer Experience – Lead Analyst to take ownership of our lead nurture process and help us deliver a faster, smarter, more engaging experience for every customer who contacts our dealerships.

About the Role

Reporting into the Marketing Department, you will be responsible for managing and optimising how we handle leads from first contact through to appointment. You’ll work closely with our dealerships, sales teams and marketing specialists to ensure every enquiry is followed up promptly, consistently and meaningfully.

Key responsibilities include:

• Lead Nurture & Conversion
• Oversee the full lead nurture journey across select dealerships.
• Reduce lead drop-off by ensuring fast, relevant and proactive follow-up.
• Drive lead to appointment conversion.
• AI Lead Engagement & Appointment Setting
• Monitor and manage our AI lead engagement platforms to ensure they are:
• Responding quickly and accurately to enquiries
• Asking the right questions
• Setting qualified appointments for the sales team
• Continuously refine AI prompts, flows and logic to improve outcomes.
• Sales Process Enablement
• Help create a faster, more consistent sales process by standardising lead handling and handover steps.
• Work with dealership teams to ensure leads are transitioned smoothly from AI/online engagement to in-person or phone appointments.
• Customer Experience Improvement
• Ensure every lead receives prompt, professional and personalised communication.
• Use data and feedback to enhance the overall customer experience.
• Coaching & Enhancing AI
• “Coach” the AI so it behaves more like our best sales consultants:
• Review conversations and outcomes
• Adjust rules, responses and workflows
• Test and measure changes
• Educate internal teams on how to work effectively with AI tools.

About You

We’re looking for someone who is:

• Data-driven and analytical – comfortable interpreting lead data, conversion metrics and customer journey reports.
• Customer-obsessed – you care about creating an excellent, consistent experience for every enquiry.
• Tech-savvy – confident working with AI platforms, CRM systems and marketing or sales technology.
• Process-focused – able to map, refine and standardise processes across multiple dealerships.
• Collaborative and proactive – you enjoy working with marketing, sales and management to drive change and improvement.

Experience in automotive, retail, or any environment with high lead volume and structured sales processes will be highly regarded, but is not essential if you can demonstrate strong relevant skills.

What We Offer

• A full-time role at a respected and growing automotive group
• The opportunity to shape how Jowett Motor Group engages every new customer
• A supportive marketing team and close collaboration with dealership leadership
• The chance to work with leading AI and CRM technologies
• Competitive salary and opportunities for development

If you’re excited by the idea of combining data, AI and customer experience to drive real results, we’d love to hear from you.

How to Apply:

Please submit your CV and a brief cover letter outlining your experience with lead management, customer experience, and/or AI tools.

Note:  All successful candidates must complete a National Police Check prior to commencement.

We’re excited to meet the right person to join our team. If you believe you have the qualities we’re looking for, apply today!