Our client is seeking an experienced and driven Customer Experience Manager to lead their customer-facing support functions and ensure exceptional customer outcomes across their window furnishing business.
This is a key leadership role responsible for managing Order Entry, Customer Support, Reception, Sales Support and Lead Qualification, while creating a positive, proactive and customer-focused team environment.
About the Role
Reporting to senior management, you will lead a team focused on delivering outstanding customer experiences, efficient processes and strong commercial outcomes.
You will be responsible for ensuring customer enquiries and orders are managed promptly, issues are resolved effectively, and the team continually develops its product knowledge, customer service skills and performance.
Key Responsibilities
Lead and develop the Customer Experience team across Order Entry, Customer Support, Reception, Sales Support and Lead Qualification.
Drive exceptional customer service, ensuring enquiries and orders are handled promptly, professionally and within 24 hours, with issues resolved to customer satisfaction.
Monitor team performance, customer support metrics and daily exception reports, identifying gaps and implementing coaching and development plans.
Develop and improve systems, processes and procedures to enhance customer outcomes, operational efficiency and continuous improvement.
Coordinate product and process training, maintain team capability and product knowledge, and foster a positive, collaborative "can-do" culture.
Work closely with Sales and Marketing to support sales initiatives, manage key accounts, qualify leads, follow up opportunities and identify risks and new business opportunities.
Ensure effective communication and compliance with company policies and procedures while maintaining strong relationships with customers, sales teams and internal stakeholders.
About You
We are looking for a confident and engaging leader who combines strong customer service capability with commercial awareness, excellent organisation and a hands-on approach to team management.
You will ideally have:
Proven experience in customer service, customer experience, sales support or administration leadership, with strong team management and coaching skills.
Exceptional customer service, relationship management and communication skills, with a professional and collaborative approach.
Strong administration, planning, rostering and organisational skills, with excellent attention to detail and the ability to manage competing priorities.
Confident problem-solver with strong computer and systems skills and the ability to make sound decisions and resolve customer issues.
Proactive, positive and energetic leader with confidence in outbound customer calls, lead qualification and building strong relationships across all levels of the organisation.
What You’ll Bring
This role will suit a hands-on Customer Experience Manager who enjoys leading people, improving processes and creating exceptional customer outcomes.
You will have the opportunity to make a genuine impact by developing a high-performing team, strengthening customer relationships and identifying opportunities to improve both service delivery and business performance.
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Customer Experience Manager- Window Furnishings • Melbourne, AU
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