Customer Experience Manager

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

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

Customer Training Oversight

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

Pricing Strategy & Governance

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

Project Quoting & Commercial Support

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

Customer Experience & Process Improvement

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

Leadership & Team Development

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

EDUCATION:

• Business related tertiary qualification

EXPERIENCE:

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

MINIMUM REQUIRED SKILLS:

• Computer literacy in Word, PowerPoint, Excel etc.
• Able to demonstrate high level of decision making skills
• Able to demonstrate self-management skills
• Excellent time management skills
• High level of communication and presentation skills
• Organised and systemic thinking skills
• Comfortable working in a large organization with a matrix organizational structure
• Have a ‘can do’ attitude and mentality
• 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:

• Mixed office and warehouse environment