Customer Experience Manager (Industrial)

TL;DR

Customer Experience Manager (Industrial): Leading and optimizing the end-to-end customer journey across service delivery, training, and pricing with an accent on commercial acumen and operational excellence. Focus on streamlining project quoting, improving customer retention through training, and managing cross-functional service teams.

Location: Sydney, Australia (Mixed office and warehouse environment)

Company

hirify.global is a large organization specializing in water technology solutions for industrial and commercial environments.

What you will do

• Lead, coach, and develop the Customer Service team to deliver exceptional service standards and meet established KPIs.
• Oversee the development and delivery of customer training programs to enhance product adoption and long-term retention.
• Manage pricing processes, approvals, and governance frameworks to balance competitiveness with margin targets.
• Direct the preparation of accurate project quotations and implement controls to minimize commercial risk.
• Map and optimize the end-to-end customer journey using feedback, NPS, and other service metrics.
• Foster a high-performance, collaborative, and customer-centric culture across the organization.

Requirements

• Business-related tertiary qualification.
• Proven leadership experience in Customer Service, Commercial Operations, or Customer Experience.
• Strong commercial acumen, specifically in pricing and margin management.
• Experience in project quoting, tender preparation, or estimating.
• Experience in technical, industrial, or B2B project-based environments.
• Exposure to ERP/CRM systems and proficiency in Microsoft Office suite.

Culture & Benefits

• Opportunity to work within a large organization with a matrix structure.
• Collaborative and high-performance work environment.
• Direct impact on customer satisfaction and operational performance.
• Dynamic work setting combining office and warehouse environments.