Customer Experience Manager

Job description:

About the role

Join a 2026 AFR BOSS Best Places to Work Gold Winner and 2026 Sustainability Champion recognised by the World Steel Association. Play a key role in shaping our performance across our (insert specific) business.

Reporting to the NSW Regional Manager and based at our Glendenning site, you will lead the estimating and scheduling capability that sits behind every ARC project in NSW. Your team spans across multiple NSW locations and is supported by external offshore providers. You will be the leader who brings them together, builds their capability and holds the quality standards high.

This is a hands-on, customer-facing leadership role. You will be in contact with customers every day such as builders, concreters and project teams, resolving issues, building relationships and using what you hear to reshape how we estimate, schedule and deliver. You will also oversee our Sales & Admin team, where quoting turnaround, pricing discipline and conversion are the measures that matter.

As a member of the Regional Leadership Team, you will help shape the regional strategy and translate it into practical improvement projects, working closely with Area Managers, Key Account Manager and Branch Managers to solve problems at the source.

What you will do be doing:

• Lead, coach and develop estimating and scheduling teams across multiple NSW locations, plus our external offshore providers
• Own the accuracy, turnaround and quality of estimates and schedules (and keep lifting the standard)
• Be a visible point of contact for customers, turning daily interactions into a measurably better customer experience
• Oversee the Sales & Admin team, with a clear focus on quoting, pricing and conversion
• Drive continuous improvement across post-sales processes, systems and reporting

You will be rewarded with:

• The opportunity to make a significant impact in a highly visible leadership role, shaping the customer experience strategy across NSW
• Long-term career development opportunities within a large national organisation
• Collaborative, supportive team environment

Primary Benefits:

We offer a range of benefits designed to support you at work and beyond:

• Paid parental leave that goes further - 20 weeks paid Primary Carer Leave and 3 weeks Partner Leave, plus superannuation contributions during unpaid leave (eligibility applies)
• Health cover at discounted rates - Access corporate rates with nib Health Insurance to support you and your family
• Everyday savings - Access a wide range of employee discounts across major brands including retail, travel and lifestyle

What you will bring:

• Leadership experience in estimating, scheduling, planning or a comparable operational function
• Experience leading dispersed teams across multiple sites, ideally including outsourced or offshore providers
• A genuine customer-first mindset, and the confidence to deal with customers directly every day
• A continuous improvement track record — you spot inefficiency and fix it
• Strong commercial and financial acumen
• Excellent communication skills, with the ability to actively listen and consult stakeholders
• Strong negotiating and problem-solving skills
• Comfort with change, and the resilience to lead others through it

Why join us?

We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry.

• Work with a greater purpose - join us on our pursuit of a sustainable future and contribute to our nation's legacy.
• Work well, live better - experience a safe, supportive and inclusive environment which values you as a whole person and where wellbeing matters.
• Build your own future - grow and drive your own development to grow your skills. Everyday is an opportunity to grow.

About us

The Australian Reinforcing Company (ARC) is Australia's local reinforcing partner. With more than 100 years behind us and the country's largest branch network, we deliver reinforcing where it's needed, backed by people who know their communities and projects.

A brand of InfraBuild, ARC connects local service with a national, integrated steel supply chain built on recycled steel and Australian manufacturing.

How to apply

We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands.

We're committed to building an inclusive workplace that reflects the communities we serve. We encourage applications from people of all backgrounds, experiences and perspectives. Your diversity helps us create more sustainable and innovative steel solutions for Australia's future.

We are a 2026 Circle Back Initiative Employer - we commit to respond to every applicant.