Customer Experience Manager

2 months ago

Sydney, Australia Support Services - InfraBuild Full time

**About the role**:
You will drive a culture of innovation and oversee the post-sales customer experience in the NSW region. As a member of the Regional Leadership Team, you will contribute to the strategic plan and help translate it into operational objectives and continuous improvement projects. You will lead a high-performing residential and commercial scheduling and estimating team, managing both direct and indirect reports. This role will be based out of our Glendenning, Queanbeyan or Newcastle sites.

This broadly scoped role allows you to make it your own, focusing on people leadership and development, post-sales process improvement, and local branding initiatives, with assistance from the corporate marketing team. Working closely with area managers, branch managers and the wider sales team to understand their challenges and translate these insights into enhanced overall customer experience.

You will be a person with:

- Team leadership experience in the scheduling and reporting field
- Desire to work in an agile, changing environment and one that is striving on continuous improvement
- Demonstrated ability to translate customer experience strategy into execution
- Excellent verbal communication skills with the ability to actively listen and consult stakeholders
- Have strong financial acumen
- Strong negotiating, and problem solving skills

**Key Benefits**:
Below are some of our key central benefits that are available to InfraBuild employees. Other benefits may be available depending on your role or site.
- **Generous parental leave**: 20 weeks paid Primary Carer Leave and 3 weeks paid Partner Leave for those who have worked at the business for at least 12 months. The company also provides superannuation contributions for the Primary Carer during the period of unpaid parental leave for eligible employees (limitations apply).
- **Access to long service leave after 5 years**: Employees who are not covered by an Enterprise Agreement can access accrued Long Service Leave (LSL) at the rate of 1.3 weeks per year of service after 5 years continuous service.
- **Employee Benefits Program**: discounts for employees, friends and family on a huge selection of products and services from a variety of brands including Samsung, Coles, Harvey Norman, Village Cinemas, Dick Smith, Vodafone, Thrifty and many more.
- **Accessible learning available to everyone**: InfraBuild Learn360 provides every InfraBuild employee (whatever your role or career aspirations) with self-directed learning opportunities, supported by a variety of resources to help enhance the impact of your learning.
- **Corporate rates for private health insurance**: Nib Health Insurance offers discounted cover for employees.

**About Us**:
**The Australian Reinforcing Company (ARC) **is a local supplier of steel reinforcing that Australians have trusted for more than 100 years. With a proud history of innovation, supported by the largest branch distribution network in Australia, ARC provides a localised service adapted to our communities, towns & cities from Tasmania to Townsville, and everywhere in between.

ARC is a brand of InfraBuild, Australia’s leading integrated steel manufacturing, distribution and recycling business, making steel using our electric arc furnaces. InfraBuild provides solutions for commercial and residential construction, large scale and nation-building infrastructure as well as our primary producers and rural sectors. With ambitions to be carbon neutral by 2030, each day we help build futures through sustainable steel.

**Why Work Here?**:
We offer more than just a job; we provide a dynamic environment built on **three pillars** that define our commitment to both our team and our industry.
- **Work with a greater purpose**:Join us in the pursuit of a sustainable future as we progress our ambition to become carbon-neutral. You will contribute to a legacy that not only helps to build our nation but sustains our environment for future generations. Embrace a culture where differences are celebrated, innovation is embraced and valuing everyone's unique perspectives contributes to our transformation.
- **Work well - live better**:We understand the importance of working in an environment which supports you to balance your personal and professional life. Experience a culture which values you as a whole person - where family extends to the workplace and your well-being matters. You’ll thrive not only in your career with us, but beyond.
- **Build your own future**:Step into a culture where every day is an opportunity to grow, and where driving your own development is not just encouraged; it's expected. You’ll be empowered to take the wheel of your learning journey and uncover your potential. The possibilities are limitless.

We invite you to forge your career in a workplace where passion meets purpose, wellbeing is nurtured and the opportunity to thrive is in your hands.
- Agencies should note that unsolicited resumes will not be a

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