About Jowett Motor Group
Since 2001, Jowett Motor Group has grown into a leading automotive group representing BMW, MINI, Motorrad, Honda, Audi, Geely and Chery. 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:
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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:
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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
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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!
Jowett Motor Group was born from the experience and forethought of Tony Jowett in 1995 with brands Audi, Volkswagen and Subaru, before opening Eastern Honda Doncaster in 2000 which remains today. JMG has continued as a family-owned and operated business with its award-winning group of BMW and Honda dealerships across Victoria, South Australia and now the Australian Capital Territory. JMG is an established retail partner of Honda Australia, operating three metro Honda Centres: Eastern Honda, Northern Honda & Brighton Honda Centre. The JMG journey with Honda has been recognised by multiple National Dealer of the Year and Customer Excellence awards, to now leading national sales and service volumes. A new era was marked in 2013 for JMG with the opening of its first BMW dealership, Waverley BMW. Fast establishing itself as a key member of the BMW dealership network through a strong customer focused approach and commitment to excellence, JMG acquired South Yarra BMW in 2020. This was followed by the greenfield development of Berwick BMW opening in late 2020 and the recent introduction of Berwick MINI Garage. 2021 marked the opening of Glenelg BMW and MINI Garage in South Australia with a full redevelopment of the Glenelg site underway - due for completion in the second half of 2025. In September 2024, JMG will officially take over all existing business operations in Canberra BMW - including Canberra MINI Garage and Canberra BMW Motorrad. The growth plan for JMG continues with the opening of Chery Doncaster in July 2024 and Chery Brighton in early 2025. The JMG Executive Team is committed to fostering growth and excellence in the automotive retail operations sector. The Group aims to continue to collaborate with current and future Original Equipment Manufacturers (OEMs) to deliver award-winning retail experiences for customers while creating job opportunities for the automotive industry and current JMG employees.
