CUSTOMER EXPERIENCE MANAGER
Location: Albury-Wodonga
Employment Type: Full Time
About Us
Collective Co Careers is recruiting on behalf of a growing group of businesses operating across solar, electrical, cleaning, home services, beauty and emerging industries.
We are looking for an exceptional Customer Experience Manager who is passionate about people, systems and creating outstanding customer experiences from first enquiry through to long-term customer relationships.
This is not a traditional administration role.
We are looking for someone who can take ownership of the entire customer journey and help us create industry-leading service standards across multiple businesses.
The Role
As Customer Experience Manager, you will be responsible for ensuring every customer receives an exceptional experience at every stage of their journey.
You will work closely with sales, operations, administration and management teams to identify opportunities for improvement, solve problems before they arise and ensure our customers feel valued, informed and supported.
Key Responsibilities
- Manage the customer journey from enquiry through to completion and aftercare
- Monitor customer satisfaction and identify improvement opportunities
- Develop and implement customer experience systems and processes
- Resolve escalated customer concerns professionally and efficiently
- Conduct customer follow-up calls and quality assurance checks
- Work with management to improve service delivery across all businesses
- Develop customer communication standards and templates
- Track customer feedback, reviews and retention metrics
- Assist in creating loyalty, referral and customer engagement programs
- Support onboarding processes for new customers
- Identify trends and recurring customer pain points
- Ensure customer expectations are consistently exceeded
About You
- Strong customer service and relationship-building skills
- Excellent communication skills both written and verbal
- Highly organised with strong attention to detail
- Solutions-focused and proactive
- Able to work independently and take ownership
- Confident handling customer concerns and difficult conversations
- Passionate about creating exceptional customer experiences
- Experience in customer service, client relations, operations or account management preferred
- Experience with CRM systems is advantageous
What Success Looks Like
- Increased customer satisfaction
- Improved customer communication
- Stronger online reviews and referrals
- Reduced customer complaints
- Consistent customer journey across all businesses
- Improved retention and repeat business
- Positive relationships with customers and team members
Why Join Us
- Opportunity to help shape and improve multiple growing businesses
- Work directly with leadership teams
- Career growth and development opportunities
- Supportive and fast-paced environment
- Ability to make a genuine impact on business performance and customer outcomes
If you are passionate about people, service excellence and creating unforgettable customer experiences, we would love to hear from you.
Pay: $30.00 per hour
Experience:
- Phone manner: 5 years (Required)
Work Location: In person
