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обновлено 3 дня назад

Customer Experience Manager

Формат работы
onsite
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
Australia
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Мэтч & Сопровод

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Описание вакансии

Текст:
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TL;DR
Customer Experience Manager (Customer Service and Commercial Operations): Leading and optimising the end-to-end customer journey across service delivery, customer training, pricing governance, and project quoting with an accent on customer retention, margin optimisation, and operational excellence. Focus on improving customer-facing processes, analysing service and pricing performance, and coordinating cross-functional teams across Sales, Operations, and Finance.

Location: Sydney, Australia; mixed office and warehouse environment

Company

hirify.global operates in the water technology and industrial manufacturing sector.

What you will do

  • Lead, coach, and develop the Customer Service team while monitoring response times, resolution rates, customer satisfaction, and service quality.
  • Oversee customer training programs, schedules, resources, effectiveness, and the development of the Customer Training Coordinator.
  • Govern pricing processes, approvals, documentation, discount reviews, contract renewals, margin performance, and customer profitability.
  • Lead or oversee project quotations, tender preparation, scope and cost alignment, margin controls, and quote-to-order conversion improvements.
  • Map and optimise the end-to-end customer journey using customer feedback, NPS, service metrics, systems, automation, and workflow improvements.
  • Coordinate with Sales, Operations, and Finance on customer touchpoints, commercial feasibility, profitability, workforce planning, and resource allocation.

Requirements

  • Business-related tertiary qualification.
  • Leadership experience in Customer Service, Commercial Operations, or Customer Experience.
  • Strong commercial acumen, including pricing and margin management.
  • Experience in project quoting, tender preparation, estimating, process improvement, and change initiatives.
  • Excellent stakeholder management, communication, presentation, decision-making, self-management, and time-management skills.
  • Experience in technical, industrial, B2B, or project-based environments, with exposure to ERP/CRM systems and cross-functional team management.

Culture & Benefits

  • Full-time role in a mixed office and warehouse environment.
  • Work within a large organisation with a matrix structure.
  • Customer-centric, collaborative, and high-performance working environment.
  • Opportunity to develop customer-facing teams and improve operational performance.

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