Customer Experience Manager

Customer Experience Manager📍 Location: Australia 🕓 Full-timeAbout the Role The Customer Experience Manager champions every moment that customers interact with the brand. You will design and elevate customer journeys, lead feedback programs, and empower teams to create meaningful, seamless, and delightful experiences that keep customers returning with a smile.Key Responsibilities • Develop and implement customer experience strategies aligned with business goals • Monitor customer satisfaction metrics including NPS, CSAT, and retention performance • Lead a culture of customer-first mindset across cross-functional teams • Analyse feedback and service data to identify trends, risks, and improvement opportunities • Collaborate closely with product, operations, marketing, and support teams on journey enhancements • Oversee customer communications and service quality frameworks • Drive initiatives that reduce friction, strengthen loyalty, and maximise lifetime value • Support training and enablement programs to uplift service consistency • Represent the “voice of the customer” in business decisions and innovation discussionsWhat You Bring • Experience in customer experience, service leadership, or account management • Strong analytical and problem-solving ability backed by data insights • Excellent communication, stakeholder influence, and relationship-building skills • Passion for continuous improvement and human-centred thinking • Familiarity with CRM, digital engagement tools, and feedback analytics platforms • Ability to lead with empathy and inspire teams to go the extra milePreferred Skills • Exposure to journey mapping, service design, or CX transformation projects • Knowledge of Australian consumer expectations and service standards • Experience working in a fast-paced environment with measurable outcomesWhat’s Exciting About This Role Every improvement you champion will be felt directly by thousands of customers. Your work shapes the emotional heartbeat of the brand and turns everyday interactions into experiences worth celebrating.