Job Description

Customer Experience Manager- Window Furnishings

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Our client is seeking an experienced and driven Customer Experience Manager to lead their customer-facing support functions and ensure exceptional customer outcomes across their window furnishing business.

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This is a key leadership role responsible for managing Order Entry, Customer Support, Reception, Sales Support and Lead Qualification, while creating a positive, proactive and customer-focused team environment.

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About the Role

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Reporting to senior management, you will lead a team focused on delivering outstanding customer experiences, efficient processes and strong commercial outcomes.

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You will be responsible for ensuring customer enquiries and orders are managed promptly, issues are resolved effectively, and the team continually develops its product knowledge, customer service skills and performance.

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Key Responsibilities

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Lead and develop the Customer Experience team across Order Entry, Customer Support, Reception, Sales Support and Lead Qualification.

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Drive exceptional customer service, ensuring enquiries and orders are handled promptly, professionally and within 24 hours, with issues resolved to customer satisfaction.

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Monitor team performance, customer support metrics and daily exception reports, identifying gaps and implementing coaching and development plans.

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Develop and improve systems, processes and procedures to enhance customer outcomes, operational efficiency and continuous improvement.

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Coordinate product and process training, maintain team capability and product knowledge, and foster a positive, cooperative "can-do" culture.

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Work closely with Sales and Marketing to support sales initiatives,



manage key accounts, qualify leads, follow up opportunities and identify risks and new business opportunities.

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Ensure effective communication and compliance with company policies and procedures while maintaining strong relationships with customers, sales teams and internal stakeholders.

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About You

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We are looking for a confident and engaging leader who combines strong customer service capability with commercial awareness, excellent organisation and a hands-on approach to team management.

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You will ideally have:

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Proven experience in customer service, customer experience, sales support or administration leadership, with strong team management and coaching skills.

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Exceptional customer service, relationship management and communication skills, with a professional and collaborative approach.

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Strong administration, planning, rostering and organisational skills, with excellent attention to detail and the ability to manage competing priorities.

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Confident problem-solver with strong computer and systems skills and the ability to make sound decisions and resolve customer issues.

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Proactive, positive and energetic leader with confidence in outbound customer calls, lead qualification and building strong relationships across all levels of the organisation.

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What You'll Bring

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This role will suit a hands-on Customer Experience Manager who enjoys leading people, improving processes and creating exceptional customer outcomes.

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You will have the opportunity to make a genuine impact by developing a high-performing team, strengthening customer relationships and identifying opportunities to improve both service delivery and business performance.

📌 Customer Experience Manager- Window Furnishings (Victoria)
🏢 Excel Recruitment
📍 Victoria