Future Leaders: Jack Hillis – Prioritising customer experiences

From a background in aircraft engineering to leading a family-run, customer-focused RV dealership, Jack Hillis brings a fresh perspective to the caravan and camping industry.

In this instalment of our Future Leaders series, Jack discusses key challenges around the consumer experience, the rise of a new generation of industry leaders, and his vision to create “stable and rewarding” career pathways.

Can you start by telling us about your current role and your professional background?

Jack Hillis (JH): I was born and raised in Wagga Wagga, New South Wales, where I completed HSC before starting and an apprenticeship as an aircraft maintenance engineer. After working in that industry for ten years, my wife and I decided to move from Darwin back to Wagga Wagga in 2017 to join the family business, Wagga Caravan Centre.

Initially, I planned to learn the ropes of running a dealership from my father, who had 40 years’ experience in the motor industry. However, just five months in, he had to medically retire, so I took on the responsibility of running the business.

I began implementing some of the processes and policies I’d learned in aircraft engineering into the dealership’s operations, particularly within our growing service department. I knew that delivering high-quality service was key to building a strong and loyal customer base – if we could fix their caravans, and do it well, there was a strong chance they’d return to buy their next one from us.

Since 2017, I’ve grown the business from eight staff to more than 20 and introduced market-leading processes in customer service, warranty and sales – particularly in the high-end off-road caravan segment.

Based on this experience, what do you see as the biggest challenges facing the caravan industry, and what solutions do you propose?

JH: I see the caravan ownership experience as one of the biggest challenges facing the industry. Since the Covid-19 pandemic, the number of caravans on the road has surged but the industry’s ability to support these customers post-sale hasn’t kept pace. As a result, many customers are left to deal with warranty issues and manufacturer defects on their own, leading to frustration and a poor ownership experience.

When customers aren’t enjoying their caravans, they’re less likely to travel, stay in caravan holiday parks or recommend caravanning to others. Delays in warranty response times, inadequate dealership processes, poor communication and long wait times for reputable dealers to receive manufacturer support all contribute to this problem.

How do we fix this? I’m a strong advocate for introducing industry guidelines on standard repair times for warranty repairs. This would set clear expectations and help reduce delays that frustrate customers and dealers alike.

I also believe dealers should be required to hold minimum stock levels of warranty parts. This would ensure faster turnaround times and better support for customers post-sale.

These steps would help ensure a consistent, high-quality experience for all caravan owners.

In line with this response, what core values underpin the way you conduct business?

JH: My focus isn’t on being the biggest caravan dealership in the country, but the most reputable. I want to be known for the best customer service, repair processes and warranty support – so we not only meet but exceed our customers’ expectations.

After attending the Future Leaders Conference last year in Canberra, my ambitions expanded beyond my own dealership. I now want to contribute to the industry at a national level – sharing my ideas and expertise and working alongside other business leaders to help make the caravan sector one of the most reputable industries in the country.

Interesting. Can you elaborate on how you plan to play a role in shaping the future success of the industry?

JH: I see myself as part of a new generation of industry leaders – one that brings passion and a strong work ethic to push for meaningful change. I want to help make caravanning better for everyone – from industry businesses to happy travellers.

As I’ve said, the customer experience must be a priority. I want to help lead the improvements needed to make that a reality, not just a goal. This includes encouraging other emerging leaders to help take the industry forward. I also want to work with others in the industry to create stable, rewarding career paths. From sales and customer service to repairs and manufacturing, the caravan industry offers a wide range of exciting career opportunities. I want to help promote these opportunities and ensure the industry is front of mind for those looking to build a meaningful and dynamic career.

Our Future Leaders series shines a spotlight on the rising professionals whose passion, innovation, and dedication are shaping the future of our industry. Keep an eye out – more inspiring conversations with future leaders are on the way.