About this role
POSITION SUMMARY: The Customer Experience Manager is responsible for leading and optimising the end-to-end customer journey across service delivery, training, pricing integrity, and project quoting. This role ensures a seamless, efficient, and value-driven customer experience while supporting sales growth, margin optimisation, and operational excellence.
The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Customer Service Leadership
• Lead, coach and develop the Customer Service team to deliver exceptional service standards. • Establish and monitor KPIs including response times, resolution rates, customer satisfaction and service quality. • Oversee order processing, customer enquiries, complaints handling and after-sales support. • Identify and implement continuous improvement initiatives to enhance service efficiency. • Partner with Sales, Operations and Finance to ensure alignment across customer touchpoints.
Customer Training Oversight
• Provide leadership and direction to the Customer Training Coordinator responsible for the development and delivery of customer training programs. • Ensure training content remains current, accurate and aligned with product updates, compliance requirements and customer needs. • Oversee training schedules and resource planning to meet customer and sales requirements. • Monitor training effectiveness, customer feedback and participation metrics. • Identify opportunities to enhance customer capability, improve product adoption and support long-term customer retention. • Support the professional development and performance of the Customer Training Coordinator.
Pricing Strategy & Governance
• Oversee pricing processes, approvals and governance frameworks. • Ensure pricing accuracy across systems and documentation. • Collaborate with Sales and Finance to balance competitiveness and margin targets. • Support pricing reviews, discount approvals and contract renewals. • Analyse pricing trends, margin performance and customer profitability.
Project Quoting & Commercial Support
• Lead or oversee preparation of accurate and timely project quotations. • Ensure alignment between scope, costings, margins and customer expectations. • Partner with Sales and Operations to ensure feasibility and profitability of quoted work. • Implement controls to minimise quoting errors and commercial risk. • Track quote-to-order conversion rates and identify improvement opportunities.
Customer Experience & Process Improvement
• Map and optimise the end-to-end customer journey. • Use customer feedback, NPS or service metrics to drive improvements. • Lead cross-functional initiatives to enhance customer satisfaction and operational performance. • Implement systems, automation or workflow improvements where appropriate.
Leadership & Team Development
• Provide clear direction, coaching and performance management to direct reports. • Build capability across customer-facing teams. • Foster a high-performance, collaborative and customer-centric culture. • Support workforce planning and resource allocation.
EDUCATION:
• Business related tertiary qualification
EXPERIENCE:
• Proven leadership experience in Customer Service, Commercial Operations or Customer Experience. • Strong commercial acumen including pricing and margin management. • Experience in project quoting, tender preparation or estimating. • Demonstrated ability to improve processes and lead change initiatives. • Excellent stakeholder management and communication skills. • Experience in technical, industrial, B2B or project-based environments. • Exposure to ERP/CRM systems. • Experience managing cross-functional teams.
MINIMUM REQUIRED SKILLS:
• Computer literacy in Word, PowerPoint, Excel etc. • Able to demonstrate high level of decision making skills • Able to demonstrate self-management skills • Excellent time management skills • High level of communication and presentation skills • Organised and systemic thinking skills • Comfortable working in a large organization with a matrix organizational structure • Have a ‘can do’ attitude and mentality • Effective communication skills at all levels • Demonstrates appropriate professional workplace behaviour that are in line with the company values, policies and procedures
MANAGEMENT/SUPERVISION:
• Customer Service, Projects, Pricing and Training Team Members
WORK ENVIRONMENT:
• Mixed office and warehouse environment