Customer Experience Lead

ZONE RV Coolum Beach, Queensland, Australia

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Join to apply for the Customer Experience Lead role at ZONE RV Zone RV is a leading Australian manufacturer of luxury off-road caravans, proudly based on the Sunshine Coast. As off-road adventure builders, we're fuelled by innovation, craftsmanship, and a deep passion for helping customers explore Australia in comfort and style.

We're not just building caravans—we're curating experiences. Every interaction with our customers is a chance to shape their journey. To elevate this, we're growing a high-performing Customer Experience team—led by an exceptional Head of Customer Experience who is deeply committed to empowering people, refining processes, and delivering excellence.

About The Role

As our Customer Experience Lead, you'll play a central role in delivering the Zone RV 'Summit Experience'—ensuring every customer interaction is smooth, considered, and memorable.

You'll work in close partnership with our Head of Customer Experience to champion team culture, drive continuous improvement, and elevate service standards across the board. Leading by example, you'll support and guide our front-of-house Customer Success team, while coordinating closely with Sales, Production and Logistics to keep customers informed, engaged and excited about their journey.

Key Responsibilities

Manage the end-to-end customer experience from sale to post-handoverAct as a trusted point of contact for customers across delivery, handover, and follow-upCollaborate daily with the Head of Customer Experience to improve systems, insights, and service touchpointsSupport and lead 3x front-of-house Customer Success team membersWork closely with internal departments to align updates and solve issues quicklyEnsure CRM and scheduling tools (e.g. HubSpot, Trello) are used effectively and consistentlyCoordinate delivery communications in collaboration with the Logistics CoordinatorFoster a service culture that drives referrals, retention, and reputation

About You

You bring warmth, confidence, and clarity to every interaction. You enjoy building trusted relationships—both internally and externally—and thrive when you're part of a team that genuinely cares.

What You'll Bring

You're more than experienced—you're someone who leads from the front. You set a high standard for service, bring out the best in others, and know how to align people and priorities in a fast-moving environment.Proven experience leading or mentoring customer-facing team membersA natural ability to motivate, guide and hold people accountableStrong background in customer experience, service, or operations rolesCofidence working across departments to solve problems and build alignmentExcellent verbal and written communication skillsHigh digital fluency—comfortable using CRM platforms and workflow toolsCalm, composed, and solutions-focused under pressureA genuine passion for people and delivering experiences that make a difference

Why Join Zone RV?

Work alongside an inspiring Head of Customer Experience who's focused on people, systems and outcomesBe part of a premium brand known for innovation, quality, and integrityEnjoy a coastal lifestyle with a Monday–Friday schedule that supports balanceContribute to a purpose-led team that values growth, collaboration, and impact

How To Apply

If you're passionate about creating memorable customer experiences and want to contribute to a growing team that lives and breathes adventure, we'd love to hear from you.

Please submit your Resume and a short Cover Letter explaining why this opportunity excites you.

Let's redefine what great customer experience looks like—together. Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesManufacturingReferrals increase your chances of interviewing at ZONE RV by 2x

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