This is an exciting chance for a commercially minded Customer Experience Manager to take ownership of the residential customer journey for a premium consumer durables brand entering an important next phase of growth.

With a strong heritage in B2B and an established customer service and field service operation, the business is seeing increasing demand from residential customers. This newly focused role will play a key part in understanding and elevating that experience — from the initial purchase and installation through to ownership, service and ongoing engagement.

You will sit at the intersection of customer, service, digital and commercial, using customer insight and data to identify opportunities to improve the experience, remove friction and build stronger, more connected customer journeys.

What you’ll do

- Own and continuously improve the residential customer experience, identifying opportunities across the end-to-end customer lifecycle.
- Map and optimise customer journeys across acquisition, purchase, installation, onboarding, service and ongoing ownership.
- Analyse customer feedback, behavioural data and service performance to identify friction points and translate insights into practical improvements.
- Work closely with Customer Service, Field Service, Marketing, Sales, Digital, Technology and Operations to deliver a consistent and connected customer experience.
- Use CRM and customer data to better understand customers, personalise engagement and identify opportunities to improve retention and lifetime value.
- Support the evolution of Salesforce and other customer technologies, ensuring platforms are being used to genuinely improve the customer experience rather than simply capture data.




- Explore and implement emerging AI and automation opportunities that can remove friction, improve responsiveness and create a more seamless customer experience.
- Develop customer experience measures and reporting that give the business a clear view of what is working and where intervention is required.
- Champion customer-centric thinking across the organisation, helping embed the customer into everyday decision-making.
- Lead initiatives that improve service quality, customer satisfaction, engagement and retention.

What we're looking for We're looking for someone who combines customer obsession with commercial and operational pragmatism. You don't need to have followed a traditional CX career path, we're interested in people who have genuinely improved customer experiences and can demonstrate the impact they've had.

You'll ideally bring

- Experience across Customer Experience, Customer Service, Customer Operations, Service Improvement, Aftersales or a related discipline.
- Strong capability in analysing customer feedback, customer data and service performance metrics and turning insight into action.
- Experience influencing and coordinating cross-functional initiatives across multiple stakeholders.
- Experience working with CRM platforms, ideally Salesforce.
- An understanding of how AI and emerging technology can be applied to improve customer experience and business performance.




- Strong understanding of customer journey design and customer lifecycle management.
- Experience supporting initiatives across customer retention, service improvement, customer engagement or loyalty.
- A naturally curious, commercially minded approach with the ability to move between strategy and execution.
- Experience within premium consumer products, services, home technology, appliances or a related environment would be advantageous.

Why this role? This is an opportunity to join a business with an established customer and service infrastructure, but where there is significant opportunity to rethink what the residential customer experience could look like. You'll have the opportunity to influence how the business engages with a growing residential customer base, work across multiple functions and bring together customer insight, people, process and technology to create a more seamless experience.

For the right person, this is more than a customer experience optimisation role, it's an opportunity to help shape the next chapter of the customer relationship for a premium brand.

Please feel free to reach out to Rachel Shermer on [email protected] or (phone hidden) for a confidential conversation.

Please feel free to reach out to Rachel Shermer on 0458 858 841 or [email protected] for a confidential conversation.

Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal prospect and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do. Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.

📌 Customer Experience Manager (New South Wales)
🏢 Six Degrees Executive
📍 New South Wales