/n /n /n POSITION SUMMARY: /n /n 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. /n /n The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance. /n /n PRINCIPAL RESPONSIBILITIES AND DUTIES: /n /n Customer Service Leadership /n /n

- 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.

/n /n /n Customer Training Oversight /n /n

- 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.

/n /n /n Pricing Strategy & Governance /n /n

- 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.

/n /n /n Project Quoting & Commercial Support /n /n

- 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.

/n /n /n Customer Experience & Process Improvement /n /n

- 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.

/n /n /n Leadership & Team Development /n /n

- 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, collaborative and customer-centric culture.

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- Support workforce planning and resource allocation.

/n /n /n /n EDUCATION: /n /n

- Business related tertiary qualification

/n /n /n EXPERIENCE: /n /n /n

- 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.

/n /n /n MINIMUM REQUIRED SKILLS: /n /n /n

- Computer literacy in Word, PowerPoint, Excel etc.

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- Able to demonstrate high level of decision making skills

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- Able to demonstrate self-management skills

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- Excellent time management 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 qualified workplace behaviour that are in line with the company values, policies and procedures

/n /n /n MANAGEMENT/SUPERVISION: /n /n /n

- Customer Service, Projects, Pricing and Training Team Members

/n /n /n WORK ENVIRONMENT: /n /n /n

- Mixed office and warehouse environment

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📌 Customer Experience Manager (Sydney)
🏢 Watts Water
📍 Sydney