Customer Experience Manager
1 week ago
Customer Operations Manager: National Builder & CX Leader
Location: Western Sydney
Salary: $110k - $140k
Core Mandate: Own Change and drive the ERP (Odoo) transformation
WOW Recruitment is seeking a high‑calibre CX & Operations Manager to completely re‑engineer the national Customer Experience and Service function for one of Australia’s fastest‑growing national warehouse solutions companies.
Are you a systems‑minded leader who thrives on turning chaos into scalable, high‑performance processes and is ready for a strategic national mandate?
What’s On Offer?
- Significant Strategic Mandate: A rare opportunity to design, build, and lead a national function from scratch, reporting directly to the Managing Director.
- Rapid Career Trajectory: Join a hyper‑growth, national business where your impact on overall efficiency and customer loyalty will be immediate and highly visible.
- Premium Package: Competitive compensation positioned to attract an experienced, high‑impact builder.
- The Challenge: A chance to successfully navigate a complex, multi‑state service operation through a major ERP transformation (Odoo rollout).
The Role
This is a hands‑on, high‑impact operational leadership role responsible for unifying four critical coordination functions (Service, Sales Support, Project Coordination, and Helpdesk) into one seamless national CX system.
- System Ownership: Design, document and embed all national operational workflows and processes, ensuring structural readiness for the upcoming ERP transition.
- National Leadership: Directly manage, mentor and coach the Service and Customer Support teams across the country, instilling a culture of ownership and energy.
- Performance & KPIs: Implement and own key operational metrics for service responsiveness, job closeouts, customer satisfaction (CSAT) and data quality.
- Executive Alignment: Act as the Voice of Customer (VOC), converting frontline pain points into strategic priorities for the senior leadership team.
- Financial & Process Management: Oversee operational budgets and ensure efficient flow between operational teams and the finance department.
Who We’re Looking For
The ideal candidate is an accountable, system‑minded leader ready to take full ownership of the operational customer journey.
- Essential Experience: 3+ years in a CX, Operations, or Service Management role with direct people leadership experience.
- Sector Background: Proven experience in a high‑volume B2B environment (e.g., industrial, logistics, field service or machinery) is highly ideal.
- Technical Proficiency: Strong track record using CRMs and job management software, with experience in process mapping or exposure to ERP systems such as Odoo, SAP, Oracle, etc.
- Personal Attributes: High commercial acumen, robust work ethic and genuine energy/drive to manage and lead change.
Success in this role will look like: Clean data, consistent processes, high internal service ratings and compliments outpacing complaints across the national network.
How to Apply
If you are the experienced builder and coach looking for a rewarding, strategic role where you can make an immediate, national impact, apply now
Ready to bring the momentum? Send me your CV and tell me about a time you turned a messy customer process into a smooth, scalable system that made a customer say, “Wow.”
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