Are you an experienced people leader who knows how to turn exceptional customer experiences into robust 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 teamOwn new business revenue, conversion and customer acquisition performanceBuild a culture of accountability, engagement and continuous improvementCoach team members to improve sales capability,



productivity and performanceSet and maintain high customer experience standards across all channelsDrive performance through explicit KPIs, reporting, forecasting and regular performance rhythmsIdentify opportunities to improve customer journeys, processes, systems and ways of workingEnsure service quality, process discipline and compliance standards are consistently maintainedPartner with senior stakeholders to align revenue growth with customer and business outcomesBuild capability within the team through structured coaching, feedback and developmentYou will bring:A proven track record leading teams to achieve strong commercial and customer outcomesExperience managing teams across multiple locations, including remote or offshore operationsStrong people leadership skills and the ability to build trust, engagement and accountabilityGenuine coaching capability, with a track record of improving individual and team performanceExperience managing performance across conversion, productivity, quality and engagementStrong commercial acumen and confidence using data and KPIs to drive performanceA customer-first mindset combined with strong commercial instinctsExcellent communication and relationship-building skillsA proactive, curious and continuous improvement mindsetThis 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 opportunity 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.
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📌 Customer Experience Manager (Sydney)
🏢 Morgan Consulting
📍 Sydney