Customer Experience Manager

Job description

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