Melbourne | Full-Time | $95k + Super | Customer Service Leadership
An exciting opportunity has become available for an experienced Customer Experience Lead to join a globally recognised premium consumer brand known for quality, innovation, and exceptional customer loyalty.
This role will suit someone passionate about delivering best-in-class customer experiences while leading and developing service operations through a third - party contact centre partnership.
Working closely with the Marketing Director and broader business, you will champion a culture of outstanding service while ensuring operational excellence across customer interactions.
The Opportunity
As the Customer Experience Lead, you will take ownership of the customer experience strategy across Australia and New Zealand. You will oversee the relationship with a third-party contact centre partner, ensuring service levels are exceeded and customers receive a premium brand experience at every touchpoint.
This role blends leadership, strategy, and hands-on involvement, with the opportunity to influence service delivery, improve processes, and elevate customer satisfaction across the business.
Key Responsibilities
- Lead and manage the relationship with an external call centre provider
- Drive a culture of exceptional customer service aligned with a premium brand experience
- Monitor and report on customer service KPIs and SLA performance
- Deliver coaching, training and development initiatives for the contact centre team
- Identify customer pain points and implement continuous improvement initiatives
- Analyse customer feedback and trends to enhance service delivery
- Collaborate cross-functionally with marketing, IT and internal teams to optimise the customer journey
- Support escalations and assist frontline teams during peak periods when required
You are a customer experience leader who thrives in a fast-paced environment and is passionate about improving service outcomes.
You will bring:
- Proven experience in a customer service leadership role
- Experience managing outsourced or third-party contact centre relationships
- Strong coaching and people development capabilities
- Excellent communication and stakeholder management skills
- Analytical thinking with the ability to identify trends and implement improvements
- Strong systems capability and comfort working across CRM platforms
- Opportunity to join a globally recognised premium brand
- Influence and shape the customer experience strategy
- Collaborative and supportive team culture
- Melbourne-based role with strong cross-functional exposure
Apply now with your resume.
