Job Description

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.

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The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance.

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PRINCIPAL RESPONSIBILITIES AND DUTIES:

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

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- Provide leadership and direction to the Customer Training Coordinator responsible for the development and delivery of customer training programs.
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- Ensure training content remains current, accurate and aligned with product updates, compliance requirements and customer needs.
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- Oversee training schedules and resource planning to meet customer and sales requirements.
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- Monitor training effectiveness, customer feedback and participation metrics.
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- Identify opportunities to enhance customer capability, improve product adoption and support long-term customer retention.
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- Support the professional development and performance of the Customer Training Coordinator.
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- Oversee pricing processes, approvals and governance frameworks.
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- Ensure pricing accuracy across systems and documentation.
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- Collaborate with Sales and Finance to balance competitiveness and margin targets.
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- Support pricing reviews, discount approvals and contract renewals.
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- Analyse pricing trends, margin performance and customer profitability.
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Project Quoting & Commercial Support

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

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

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

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- Business related tertiary qualification
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EXPERIENCE:

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

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- Computer literacy in Word, PowerPoint, Excel etc.
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- Able to demonstrate high level of decision making skills
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- High level of communication and presentation skills
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- Organised and systemic thinking skills
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- Comfortable working in a large organization with a matrix organizational structure
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- Have a 'can do' attitude and mentality
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- Effective communication skills at all levels
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- Demonstrates appropriate professional workplace behaviour that are in line with the company values, policies and procedures
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MANAGEMENT/SUPERVISION:

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- Customer Service, Projects, Pricing and Training Team Members
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📌 Customer Experience Manager (New South Wales)
🏢 Watts Water
📍 New South Wales