We're looking for an experienced Customer Experience Manager to lead the day-to-day operation and ongoing development of our Customer Experience function.
You'll lead and develop our CX team, oversee customer enquiries and escalations, and work closely with our charity partners and sub-contracted Marketing Company partners to ensure a consistently high standard of service across every campaign.
A key focus of the role will be using customer data, feedback and reporting to identify trends, improve field performance, strengthen the support we provide to our partners, and implement new ideas and initiatives that improve the customer experience and overall campaign performance.
This is a hands-on leadership role for someone who is proactive, commercially minded and tech savvy, with the confidence to manage priorities, make informed decisions and keep the function moving forward.
Key responsibilities
Leading the day-to-day Customer Experience function, including team performance, workload, priorities and service delivery
Coaching and developing the CX Coordinators, building capability, accountability and confidence across the team
Overseeing customer enquiries, complaints and operational escalations
Building strong working relationships with charity partners and sub-contracted Marketing Company partners
Using CX data and customer feedback to identify trends, recurring issues and opportunities to improve field performance and campaign outcomes
Developing meaningful reporting and insights for charity partners, sub-contracted Marketing Companies and internal stakeholders
Identifying and implementing new CX initiatives, service improvements and process efficiencies




Preparing and delivering training, refresher sessions and supporting materials for the sub-contracted Marketing Company network
Supporting the operational readiness of new campaigns, products and promotions from a Customer Experience perspective
Reviewing and improving CX systems, workflows, procedures, campaign FAQs and customer communications
About you
Previous experience in customer experience, customer service, complaints management or a similar operational leadership role
Experience leading and developing a customer-facing team
Strong ownership, initiative and sound judgement
Robust analytical skills, with the ability to turn customer data into meaningful insights and action
Confident preparing and delivering training or presentations
Able to travel interstate as required to deliver training sessions
Strong stakeholder management and communication skills
Tech savvy and comfortable improving systems and workflows
Highly organised and able to manage multiple priorities in a fast-moving environment
A genuinely fun, fast- paced team culture where no two days look the same
The opportunity to lead and shape an established Customer Experience function
Real career development opportunities as the business grows
Hybrid working — 3 days in the office, 2 days from home
Based in Richmond, with a move to the CBD on the horizon
Competitive salary, based on experience
About us
Adflex Marketing is a dynamic, fast-moving agency that partners with charity organisations and sub-contracted Marketing Companies to deliver campaigns that make a real difference. We're growing, we move quickly, and we genuinely invest in our people's careers.
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📌 Customer Experience Manager (Melbourne)
🏢 Adflex Marketing Pty
📍 Melbourne