- Work for a growing NFP Organisation
- Build and maintain strong relationships Statewide
- Excellent remuneration with salary packaging options

Lead key customer relationships and build a consistent customer experience across a respected, purpose-led Org

Your New company

Hays is proud to be partnering with a well-established Tasmanian For Purpose organisation that delivers essential commercial services across the state while creating meaningful employment opportunities for people from diverse backgrounds. The organisation is entering a time of focusing on strengthening its customer experience function to protect important relationships, improve service consistency, and support its positive reputation.

Your New Role

Reporting to the Chief Operating Officer, you will lead the organisation's customer-facing experience and manage relationships with its customers. The role uses a differentiated customer model, providing high-touch relationship management for a small portfolio of major accounts while ensuring professional, responsive, and consistent service across a broader customer base.

This is a relationship and service leadership role rather than a traditional sales position. Your focus will be understanding customer priorities, identifying issues before they escalate, coordinating practical responses with operational leaders, and ensuring key customers feel valued and well-supported.

- Build trusted relationships with senior decision-makers and operational contacts across major customer accounts.

- Maintain regular customer contact and undertake site visits across Tasmania, including occasional overnight travel.

- Understand contracts, service requirements and emerging customer risks, and address service drifts early.

- Lead the customer service function and ensure enquiries, complaints and service issues are handled appropriately.

- Coordinate clear customer communications about service changes,



disruptions and other important matters.

- Use feedback, complaints and CRM information to identify trends and service improvement opportunities.

- Provide customer insight and relationship risk information to the COO and operational leaders.

What You'll Need To Succeed

You will be a confident and relationship-focused leader who can build trust with senior customers while maintaining sound commercial judgement. You will be calm when service issues arise, comfortable having difficult conversations and able to work closely with operational teams to find practical solutions.

- Demonstrated experience in B2B account management, customer relationship management or customer service leadership.

- A solid record of managing significant customer or stakeholder relationships over time.

- Confidence communicating with executives, senior managers and operational contacts.

- Commercial judgement and the ability to balance customer needs with organisational constraints.

- Strong negotiation, complaint management, conflict resolution and problem-solving skills.

- The ability to identify emerging customer risks and coordinate action before issues become significant.

- The flexibility to travel within Tasmania and obtain required employment clearances.

What You'll Get In Return

- A permanent full-time leadership role based in Hobart.

- Excellent remuneration package with access to Salary Packaging.

- The opportunity to influence customer retention, service consistency and organisational reputation.

- A purpose-led workplace focused on inclusion, respect and meaningful employment outcomes.

What you need to do now

If you're interested in this role, click apply now to forward an up-to-date copy of your CV, or contact Travis or Macey via ***@hays.com.au / *@hays.com.au or 03 6108 5 / 03 6108 5. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

📌 Manager - Customer Experience (New Town)
🏢 Hays Recruitment
📍 New Town