Customer Experience Specialist

? Customer Experience Lead – WA-based Manufacturer (Confidential Client) ? Kewdale, WA | ? Full-time | ? Lead CX strategy, systems and service deliveryKeystone People Solutions is partnering with a well-established, WA-headquartered manufacturer with a global customer base to recruit a Customer Experience Lead. This newly created, standalone role is your opportunity to take ownership of the entire customer journey – from onboarding and support through to systems, data insights and CX-led growth initiatives. If you're passionate about creating seamless customer experiences, optimising CRM platforms, and working cross-functionally with teams like Product, Sales and Marketing – we want to hear from you. ? What you’ll be doing:

Lead the end-to-end customer experience strategy and executionTriage and delegate incoming customer queries via CRM (HubSpot)Analyse customer trends and pain points to improve satisfaction and retentionOwn NPS improvement initiatives and customer insights reportingCollaborate across departments to align product, comms and service deliveryOversee escalation pathways and maintain service consistencyOptimise CRM workflows and communication touchpoints (HubSpot, Pronto, Klaviyo)Support general customer communications and back up other support roles as needed? What we’re looking for:

5+ years in a customer experience, client services or admin leadership roleStrong knowledge of CRM platforms – HubSpot highly regardedExperience within a manufacturing or product-based environment (preferred)Proactive, process-driven mindset with excellent communication skillsAbility to manage complexity, coach stakeholders, and make data-led decisions? Why this role stands out:

WA-based business with a global reach and an innovation-driven cultureCollaborative, values-led environment that backs your ideasMake a real impact in a role that bridges systems, service and strategyKeen to join a company redefining its customer experience model from the inside out? ? Apply now or reach out to Keystone People Solutions in confidence for more info.