Are you an experienced people leader who knows how to turn exceptional customer experiences into strong commercial outcomes?
We are partnering with a highly specialised and growing business in the luxury and financial services space to appoint a
Customer Experience Manager
. This is a fantastic opportunity for a leader who thrives on developing people, building high-performing teams and creating customer experiences that drive sustainable growth.
Reporting to the Managing Director, you will lead a team of approximately 12 customer-facing professionals across onshore and offshore operations. The team is responsible for guiding customers from initial enquiry through to successful conversion and policy issue.
The Opportunity:
This is a
leadership role first and foremost
. You will not be expected to be the top individual salesperson. Your impact will come from creating the environment, structure, coaching and performance culture that enables your team to succeed. You will take ownership of new business performance while ensuring customers receive an exceptional experience across phone, email, SMS and chat. Working closely with senior stakeholders across the business, you will balance
commercial performance, customer outcomes, service quality and compliance
, helping the organisation continue to grow.
What you will be responsible for:
Lead and develop a high-performing onshore and offshore customer relations team
Own recent business revenue, conversion and customer acquisition performance
Build a culture of accountability, engagement and continuous improvement
Coach team members to improve sales capability, productivity and performance




Set and maintain high customer experience standards across all channels
Drive performance through clear KPIs, reporting, forecasting and regular performance rhythms
Identify opportunities to improve customer journeys, processes, systems and ways of working
Ensure service quality, process discipline and compliance standards are consistently maintained
Partner with senior stakeholders to align revenue growth with customer and business outcomes
Build capability within the team through structured coaching, feedback and development
You will bring:
A proven track record leading teams to achieve strong commercial and customer outcomes
Experience managing teams across multiple locations, including remote or offshore operations
Strong people leadership skills and the ability to build trust, engagement and accountability
Genuine coaching capability, with a track record of improving individual and team performance
Experience managing performance across conversion, productivity, quality and engagement
Strong commercial acumen and confidence using data and KPIs to drive performance
A customer-first mindset combined with strong commercial instincts
Excellent communication and relationship-building skills
A proactive, curious and continuous improvement mindset
This is an opportunity to join a growing specialist business where customer experience sits at the heart of the proposition.
You will have genuine influence over
people, performance, culture and customer experience
, with the chance to shape how a high-performing team operates as the business continues to grow.
The successful person will be someone who cares about both
customers and colleagues
.
#J-*****-Ljbffr

📌 Customer Experience Manager (Sydney)
🏢 Morgan Consulting
📍 Sydney