Customer Experience Manager

Job Description

\n

\n

\n

POSITION SUMMARY:

\n

\n

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.

\n

\n

The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance.

\n

\n

PRINCIPAL RESPONSIBILITIES AND DUTIES:

\n

\n

Customer Service Leadership

\n

\n
• Lead, coach and develop the Customer Service team to deliver exceptional service standards.
\n
• Establish and monitor KPIs including response times, resolution rates, customer satisfaction and service quality.
\n
• Oversee order processing, customer enquiries, complaints handling and after-sales support.
\n
• Identify and implement continuous improvement initiatives to enhance service efficiency.
\n
• Partner with Sales, Operations and Finance to ensure alignment across customer touchpoints.
\n

\n

\n

Customer Training Oversight

\n

\n
• Provide leadership and direction to the Customer Training Coordinator responsible for the development and delivery of customer training programs.
\n
• Ensure training content remains current, accurate and aligned with product updates, compliance requirements and customer needs.
\n
• Oversee training schedules and resource planning to meet customer and sales requirements.
\n
• Monitor training effectiveness, customer feedback and participation metrics.
\n
• Identify opportunities to enhance customer capability, improve product adoption and support long-term customer retention.
\n
• Support the professional development and performance of the Customer Training Coordinator.
\n

\n

\n

Pricing Strategy & Governance

\n

\n
• Oversee pricing processes, approvals and governance frameworks.
\n
• Ensure pricing accuracy across systems and documentation.
\n
• Collaborate with Sales and Finance to balance competitiveness and margin targets.
\n
• Support pricing reviews, discount approvals and contract renewals.
\n
• Analyse pricing trends, margin performance and customer profitability.
\n

\n

\n

Project Quoting & Commercial Support

\n

\n
• Lead or oversee preparation of accurate and timely project quotations.
\n
• Ensure alignment between scope, costings, margins and customer expectations.
\n
• Partner with Sales and Operations to ensure feasibility and profitability of quoted work.
\n
• Implement controls to minimise quoting errors and commercial risk.
\n
• Track quote-to-order conversion rates and identify improvement opportunities.
\n

\n

\n

Customer Experience & Process Improvement

\n

\n
• Map and optimise the end-to-end customer journey.
\n
• Use customer feedback, NPS or service metrics to drive improvements.
\n
• Lead cross-functional initiatives to enhance customer satisfaction and operational performance.
\n
• Implement systems, automation or workflow improvements where appropriate.
\n

\n

\n

Leadership & Team Development

\n

\n
• Provide clear direction, coaching and performance management to direct reports.
\n
• Build capability across customer-facing teams.
\n
• Foster a high-performance, collaborative and customer-centric culture.
\n
• Support workforce planning and resource allocation.
\n

\n

\n

\n

EDUCATION:

\n

\n
• Business related tertiary qualification
\n

\n

\n

EXPERIENCE:

\n

\n

\n
• Proven leadership experience in Customer Service, Commercial Operations or Customer Experience.
\n
• Strong commercial acumen including pricing and margin management.
\n
• Experience in project quoting, tender preparation or estimating.
\n
• Demonstrated ability to improve processes and lead change initiatives.
\n
• Excellent stakeholder management and communication skills.
\n
• Experience in technical, industrial, B2B or project-based environments.
\n
• Exposure to ERP/CRM systems.
\n
• Experience managing cross-functional teams.
\n

\n

\n

MINIMUM REQUIRED SKILLS:

\n

\n

\n
• Computer literacy in Word, PowerPoint, Excel etc.
\n
• Able to demonstrate high level of decision making skills
\n
• Able to demonstrate self-management skills
\n
• Excellent time management skills
\n
• High level of communication and presentation skills
\n
• Organised and systemic thinking skills
\n
• Comfortable working in a large organization with a matrix organizational structure
\n
• Have a ‘can do’ attitude and mentality
\n
• Effective communication skills at all levels
\n
• Demonstrates appropriate professional workplace behaviour that are in line with the company values, policies and procedures
\n

\n

\n

MANAGEMENT/SUPERVISION:

\n

\n

\n
• Customer Service, Projects, Pricing and Training Team Members
\n

\n

\n

WORK ENVIRONMENT:

\n

\n

\n
• Mixed office and warehouse environment
\n

\n

\n

\n