Customer Experience Manager

2 weeks ago

Adelaide, Australia Underwood Executive Pty Ltd Full time

- Leading Service Excellence and Operational Performance
- Driving Continuous Improvement Across Local and Offshore Teams
- Key Leadership Role Supporting Ambitious National Growth

A unique opportunity to shape Seima's customer operations, leading a capable team and setting the standard for excellence in customer experience.

Seima is a leading Australian designer and supplier of kitchen, bathroom and laundry products, known for combining functionality with inspired design. With a strong national footprint and a commitment to quality, innovation and customer experience, Seima partners with major merchants, home builders, architects and designers to deliver products that enhance modern living. As the business continues to grow and evolve, Seima is committed to delivering an exceptional customer experience through operational precision, responsiveness and reliability and as a result an opportunity has arisen for a new role: a seasoned Customer Experience Manager to lead and further enhance the function, based in Edinburgh.

Reporting to the Managing Director, the Customer Experience Manager will lead Seima’s customer service, order processing and administrative operations — both locally and offshore. This pivotal role ensures the seamless functioning of all customer-facing and back-office support teams, maintaining operational stability while driving continual process improvement and efficiency.

The position will oversee end-to-end order fulfilment, ensuring accuracy, timeliness and consistency in customer service delivery. Working closely with Sales, Supply Chain, IT and Finance, you’ll streamline processes, enhance communication and optimise systems to deliver best-in‑class service. You will also play a key role in developing Standard Operating Procedures, implementing new tools and training programs and introducing performance reporting frameworks that support scalable growth.

We’re seeking a hands‑on, people‑focused leader with proven experience managing customer service or shared services teams, ideally within a manufacturing, distribution or FMCG environment. You’ll bring a deep understanding of ERP/CRM systems (Dynamics 365), strong analytical skills and a continuous improvement mindset. A collaborative communicator and natural organiser, you’ll thrive in a fast‑paced environment and be motivated by the challenge of uniting diverse teams across functions/geographies and “getting things done, better.”

This is a unique opportunity to shape Seima’s customer operations, leading a capable team and setting the standard for excellence in customer experience at a time of strong growth.

Applications should be forwarded to the attention of Nikita Bheem in Word format. Confidential enquiries are welcome on (08) 8214 8020.

Level 1, 193 Wakefield Street
Adelaide SA 5000

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