Customer Experience Manager

We are seeking an experienced Customer Experience Manager to lead a significant customer service transformation initiative within a national organisation.

This newly created 6-month contract opportunity will play a pivotal role in designing and implementing a future-state customer experience operating model while strengthening the connection between Customer Experience and Trade Sales functions.

This is a hands-on leadership role suited to someone who thrives in change environments, enjoys improving processes, and is passionate about delivering exceptional customer outcomes.

The Opportunity

Working closely with Sales, Operations, Supply Chain, Product, Marketing and Branch teams, you will lead the development of a scalable customer experience function that improves service delivery, enhances customer engagement and drives operational efficiency.

Key responsibilities will include:

• Designing and implementing a national Customer Experience operating model
• Centralising and standardising customer service processes across multiple locations
• Improving customer responsiveness, service levels and overall customer satisfaction
• Aligning Customer Experience and Trade Sales functions to improve lead management and customer engagement
• Reviewing and redesigning customer service, quoting, order management and escalation processes
• Developing KPI frameworks and performance reporting for customer-facing teams
• Leading change management initiatives and supporting teams through transformation
• Driving technology, automation and AI-enabled customer experience improvements
• Partnering with internal stakeholders to identify opportunities for continuous improvement and operational excellence

About You

You are an experienced customer experience, customer service or operational transformation leader with a proven ability to deliver change while maintaining high levels of customer performance.

You will bring:

• Demonstrated experience leading customer service or customer experience functions
• Experience delivering operating model, transformation or organisational change initiatives
• Strong stakeholder engagement and influencing skills
• Experience partnering closely with sales and commercial teams
• Process improvement and continuous improvement expertise
• Strong analytical and problem-solving capability
• The ability to lead teams through periods of change and transformation
• Experience with CRM, customer service or workflow platforms

Exposure to automation, digital transformation or AI-driven customer experience initiatives will be highly regarded.

What’s on Offer?

• Opportunity to lead a high-impact transformation project
• Significant visibility across senior leadership teams
• Collaborative and supportive working environment
• The chance to shape the future customer experience strategy of a national business
• Competitive contract remuneration

If you are passionate about customer experience transformation and enjoy building scalable, customer-centric solutions, we would love to hear from you.

For more information, please reach out directly to Laura Boicos. ***email_hidden***