Customer Experience Manager

Job Title: Customer Experience ManagerLocation: Australia / Hybrid / On-siteJob Description: We are seeking an experienced Customer Experience Manager to lead initiatives that enhance customer satisfaction, strengthen loyalty, and optimise the overall customer journey. In this role, you will analyse customer feedback, identify improvement opportunities, and collaborate with internal teams to deliver a seamless and consistent experience across all touchpoints. This position is ideal for someone who is both strategic and hands-on, with a passion for understanding customer needs and driving continuous improvement.Key Responsibilities:Develop and implement customer experience strategies to improve satisfaction, retention, and service quality.Analyse customer insights, feedback, and behaviour to identify trends, challenges, and opportunities.Collaborate with operations, product, marketing, and support teams to improve end-to-end customer journeys.Monitor service metrics, resolve escalated issues, and ensure timely follow-up and resolution.Lead customer-focused projects aimed at improving processes, reducing friction, and enhancing overall engagement.Build and maintain strong relationships with key customers and partners.Create and present reports on customer insights, experience performance, and improvement recommendations.Support and mentor customer service teams to promote a culture of customer centricity.Preferred Qualifications:Bachelor’s degree in Business, Communications, Marketing, or a related field.Experience in customer experience management, customer service leadership, or related roles.Strong communication, interpersonal, and stakeholder management skills.Ability to translate data into actionable insights and strategic recommendations.Experience with CRM platforms and customer feedback tools is an advantage.Strong problem-solving abilities and a proactive, solution-driven mindset.Ability to manage multiple priorities in a fast-paced environment.Additional Information:Opportunity to influence customer strategy and experience design across the organisation.Collaborative, supportive environment with strong potential for professional growth.