Drive customer excellence | Lead third-party call centre performance | Shape the customer journey
- Sydney CBD | 90 - 95k + Super
- Immediate Start Available
- Drive operational excellence and continuous improvement
Our client is a globally recognised and much-loved brand, known for delivering premium products and exceptional customer experiences. With a strong presence in the Australian market, they are passionate about delighting customers at every touchpoint and are now seeking a dedicated Customer Experience Lead to help take their customer service offering to the next level.
About the Role
Reporting to the Marketing Director, this role will be the driving force behind the customer experience strategy. You will champion a culture of exceptional service across the business while leading and managing the relationship with a third-party call centre provider.
Your focus will be on ensuring service excellence, enhancing customer satisfaction, and embedding a customer-first mindset across the organisation.
Key Responsibilities
- Champion and embed a premium customer experience across the business.
- Manage and lead the relationship with the third-party call centre, ensuring SLA’s are met and exceeded.
- Establish performance frameworks, track and report on KPIs, and drive continuous improvement.
- Run structured team sessions, including KPI check-ins, coaching, and training initiatives.
- Partner with internal teams to resolve escalations, ensuring timely and effective communication with customers.
- Analyse customer feedback, identify pain points, and implement strategies to boost satisfaction, loyalty, and retention.
- Work with IT and CRM providers to align systems with customer experience strategies.
- Support product safety issue reporting and liaise with government agencies as required.
You’re a confident and motivated leader with proven experience in a customer service leadership role. You thrive on building strong relationships, coaching teams to success, and driving operational excellence. With excellent communication and influencing skills, you’re solutions-focused, resilient, and passionate about delivering outstanding customer outcomes.
Key Skills & Experience
- Demonstrated experience leading customer service teams or functions.
- Strong people management and coaching skills.
- Excellent written and verbal communication abilities.
- Advanced computer and systems skills.
- Ability to work autonomously and make sound decisions.
- Creative thinker with strong problem-solving capability.
- Work with a global, iconic brand that is synonymous with quality.
- Play a pivotal role in shaping and delivering customer excellence.
- Collaborative, supportive, and people-first culture.
- Competitive salary package and employee benefits.
