District Manager responsible for driving sales and managing a team in the automotive retail sector. Overseeing staffing, operations, and customer relationships across multiple locations in Florida.
About the role
- Lead Service Excellence Team ensuring complaint management and quality assurance at a global lifestyle services company. Drive CX strategy implementation and foster team development in hybrid work environment.
Responsibilities
- Provide senior leadership for Service Excellence across the region, ensuring MS and QA functions operate to Ten’s standards and global expectations.
- Lead, coach, and develop Service Excellence Team Managers, ensuring consistency of approach, capability uplift, and strong succession planning.
- Translate global CX strategy into clear regional execution plans, balancing standardisation with local nuance.
- Act as a key regional contributor to global CX initiatives, pilots, and transformation programmes.
- Lead regional forums to review service trends, risks, insights, and improvement priorities.
- Own the regional complaint management framework, ensuring complaints are handled within SLA and to Ten’s quality standards.
- Act as a senior escalation point for complex, sensitive, or high-risk member issues.
- Ensure complaint trends and root causes are analysed and shared with regional and global stakeholders to prevent recurrence.
- Oversee complaint cost management and financial sign-off processes where applicable.
- Accountable for QA strategy and delivery across the region, ensuring the right volume, quality, and consistency of QA activity.
- Ensure QA outputs are effectively used to drive coaching, performance improvement, and capability development.
- Oversee calibration practices and, where required, participate in or lead client-facing calibration and listening sessions.
- Ensure QA data integrity, documentation standards, and compliance with Ten Data requirements.
- Lead and develop team members comprising of QA Managers, and MS Managers.
- Set clear OKRs for teams and individuals, aligned to regional and global CX priorities.
- Conduct regular performance conversations, talent reviews, and development planning.
- Identify and develop high-potential talent for progression into senior regional and global CX roles.
- Foster a culture of accountability, psychological safety, and continuous improvement.
- Act as a senior CX partner to regional Operations, Proposition, Product, and Training leaders.
- Represent Service Excellence in senior client discussions where service performance, complaints, or QA outcomes are reviewed.
- Support governance meetings, audits, and client reviews related to service quality and experience.
- Partner with People Experience teams to ensure strong hiring, onboarding, and retention of team members where needed
- Own regional CX resource planning to ensure service excellence responsibilities are appropriately staffed.
- Ensure compliance with local employment laws and global HR policies.
- Support performance review cycles, disciplinary processes, and employee relations matters as required.
Requirements
- Role model calm, confident, and values-led leadership
- Be curious, data-driven, and outcome-focused
- Balance challenge with support - holding teams to high standards while enabling success
- Act with integrity, discretion, and strong commercial judgement
- Lead and manage multiple team members
- Indirectly influence and guide broader regional CX populations through SETMs and local leaders
- Proven leadership experience in Customer Experience, Service Excellence, or Operations
- Strong background in complaint management, QA, and VoC methodologies
- Experience operating in complex, multi-market or global environments
- Travel, hospitality, or service-led industry experience preferred
- Strong strategic thinking with the ability to translate strategy into execution
- Excellent stakeholder management and influencing skills at senior levels
- High level of analytical capability; confident using data to drive decisions
- Strong people leadership, coaching, and change management skills
- Excellent written and verbal communication
- High levels of accountability, resilience, and judgement.
Benefits
- A competitive salary depending on experience
- Flexible work arrangements including Hybrid work possibilities; with up to 60% Home Office.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Extra Rewards. Lucrative Ten Loyalty Rewards program.
- Remote Working Holidays - possibilities to Travel and Work!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
- ICAS Employee Health and Wellness (EHW) services which are confidential and free for all employees to use.
- Safe & secure offices in the Foreshore with complimentary off-street parking.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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