- $130k to $150k + Super (Experience based)
- Collaborative team culture
- Globally Recognised Business
Mammoth is a world-leading equipment and power system solution provider. We offer a broad range of innovative bespoke and universal solutions to the mining, transport, rail, industrial, agriculture and marine industries globally.
At Mammoth, we believe exceptional customer experiences don't happen by accident—they are created by passionate leaders who empower teams, improve processes, and put customers at the heart of every decision.
Due to our growth, we're now looking to employ a
Customer Experience Manager to lead our Customer Service function and champion a service culture that is proactive, accountable, and customer focused. This is a unique opportunity to shape the end-to-end customer journey, build team capability, and influence how our business delivers outstanding outcomes across every customer interaction.
If you're a people-first leader who thrives on coaching teams, driving service excellence, and creating meaningful customer relationships, we'd love to hear from you.
Please note: Applicants will be invited to complete our Automated Screening as part of the shortlisting process.
About the Role:
As the Customer Experience Manager, you will lead a team of Customer Service Representatives and work closely with Team Leaders, Sales Managers and the broader sales team, Operations, Engineering, Product Owners, and Project teams to ensure a seamless customer experience from enquiry to resolution.
You will act as the custodian of the customer journey, driving service consistency, improving operational processes, and fostering a culture of continuous improvement and accountability.
Key Responsibilities:
- Lead and inspire Customer Service teams to deliver exceptional customer experiences.
- Coach and develop Team Leaders and Customer Service Representatives to build capability and confidence.
- Drive continuous improvement initiatives to enhance service delivery and customer outcomes.
- Improve triage, case allocation, workflow management, and issue resolution processes.
- Partner with Sales, Operations, Engineering, and other stakeholders to improve end-to-end customer journeys.
- Monitor customer trends, feedback, and service metrics to identify improvement opportunities.
- Ensure CRM and ERP systems are maintained accurately to support customer service excellence.
- Manage escalated customer matters and drive timely, effective resolutions.
- Oversee the team's response to RFQs and quote requests, ensuring technical input from internal specialists is delivered to customers as clear, professional, sales-ready correspondence.
Mandatory Technical Skills
- Demonstrated leadership experience within Customer Service, Customer Experience, Contact Centre, or Service Operations environments.
- Proven ability to coach, mentor, and develop high-performing teams.
- Experience managing customer escalations and complex service issues.
- Strong CRM system management and customer data governance experience.
- Experience operating in a complex, B2B environment involving technical products, engineered solutions, or project-based work.
- Highly developed communication and stakeholder management skills.
- Strong analytical and problem-solving capabilities.
- Experience working with KPI-driven service environments.
- Strong written communication skills, with the ability to translate technical detail into clear, professional, customer-facing correspondence (e.g. quotes and RFQ responses).
Preferred Experience
- Background in mining and resources or related manufacturing, industrial, construction, distribution, transport, rail, agriculture, marine, or project-based environments.
- Experience leading customer experience transformation or service improvement programs.
- Exposure to CRM and ERP systems and integrated business platforms.
- Experience partnering with Sales managers, internal and external sales, Operations, Engineering, or technical teams.
- Background in manufacturing, industrial, construction, distribution, transport, rail, marine or project-based environments.
- Experience developing customer journey frameworks and service models.
- Formal leadership, customer experience, or business improvement qualifications.
What's in it for You?
- Opportunity to shape and influence customer experience strategy.
- Lead a high-impact team within a growing business.
- Work collaboratively with senior leaders across multiple business functions, including sales leadership.
- Drive meaningful improvements that directly impact customer satisfaction and business performance.
- Supportive culture focused on growth, collaboration, and continuous improvement.
If you believe your skills and experience align with our current requirements, and you’re wanting to join an established industry leader, please send us you updated resume and complete our automated screening today.
