Posted Tuesday 3 November 2026 at 7:00 am | Expires Sunday 22 November 2026 at 6:59 am

At William Adams, we have proudly partnered with our customers for 100 years. As the Caterpillar Dealer for Victoria and Tasmania, our success is built on solid relationships, deep industry expertise and an unwavering commitment to service excellence.

We have launched our 2030 strategic plan and Customer Experience (CX) is a key strategic focus area. Therefore, we are now seeking an experienced and driven Customer Experience Manager to lead and elevate our customer experience approach across the business.

ABOUT THE ROLE

This stand-alone role is suited to an experienced, commercially minded CX professional who can turn strategy into action. We are at the beginning of our CX journey, with an agreed roadmap focused on getting the fundamentals right.

You will lead and champion the implementation of our CX initiatives, improve the end-to-end customer journey and work across our branch network to embed practical, measurable change.

Based at our Head Office in Clayton, the role will involve regular travel across our branches to engage teams and understand customer interactions firsthand.

Your key responsibilities will include:

- Leading and implementing the agreed CX roadmap and initiatives, turning endorsed priorities into practical actions and measurable improvements across the business.
- Championing and embedding CX initiatives across our branch network, working with leaders and teams to drive adoption, remove barriers and ensure improvements are sustained in day-to-day customer interactions.
- Analysing customer feedback, NLS results,



Customer Issues data and operational metrics to identify trends and root causes
- Partnering with Marketing, Digital, Sales and Operations to translate insights into practical actions that improve customer interactions
- Designing and implementing pragmatic foundational CX initiatives that drive meaningful improvements
- Influencing and training frontline teams to strengthen service standards and build a customer-first mindset
- Maintain our end-to-end customer journey maps to continue identifying gaps, friction points and improvement opportunities
- Applying effective change management approaches to ensure initiatives are adopted and sustained
- Recommending process and system improvements that simplify the customer journey and make it easier to do business with William Adams
- Promote CX across the business so as to support our focus on building a customer-obsessed culture

You will play a key part in strengthening how William Adams listens to customers, identifies improvement opportunities and embeds practical changes that improve both customer loyalty and business performance.

ABOUT YOU

You are an experienced CX professional who combines commercial thinking with practical delivery.

You bring:

- Extensive experience in CX, particularly delivering CX initiatives that drive measurable outcomes
- Strong analytical capability,



with the ability to interpret customer and operational data to identify improvement opportunities
- A solid understanding of marketing principles and customer behaviour
- Proven experience leading change and influencing stakeholders across different functions and levels of the business
- The ability to translate insights into practical actions that improve the customer experience
- Excellent communication and relationship-building skills

- A degree in Marketing or Business is preferred

WHY JOIN US?

Working alongside an iconic brand is just one part of what makes a career with us rewarding. At William Adams our people, and their safety, genuinely matter. We foster a supportive and inclusive culture where people feel valued and take pride in the work they do.

We can offer you…

- A competitive salary package with annual salary and performance reviews
- Ongoing career and development opportunities
- Recognition and genuine appreciation through a variety of formal and informal programs
- Plus, a range of perks including novated leasing, purchased leave and partner discounts across banking, health insurance, and fitness

Want to know more? Call Sarah in our Talent Acquisition Team on 03 9566 0916 with any questions.

BEFORE YOU APPLY

As part of your application, you'll be asked to complete a short online Workplace Safety Assessment (approximately 9 minutes).

This assessment provides additional insight into safety-related behaviours and attitudes and forms part of your application. Your application will be considered once both your application and assessment have been submitted.

📌 Customer Experience Manager (Clayton)
🏢 William Adams
📍 Clayton