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