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

Strong 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, rapid- 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.

📌 Customer Experience Manager (Melbourne)
🏢 Adflex Marketing Pty
📍 Melbourne