Customer Experience Lead

5 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $90,000 - $130,000
Customer Service Manager

We are seeking a passionate and results-driven Customer Service Leader to spearhead our contact centre team and deliver exceptional customer experiences.

  • Create a customer-centric culture and lead a highly engaged, high-performing team by fostering open communication, empathy, and continuous improvement.
  • Drive day-to-day operations across customer service, order management, logistics, and delivery planning to ensure seamless execution and optimal results.
  • Develop and implement structured daily operating rhythms and clear service metrics to measure performance and drive growth.
  • Provide responsive, solution-focused support for customers through effective issue resolution, proactive communication, and timely issue escalation.
  • Collaborate with cross-functional teams to align and optimize service performance, including plant operations, sales, and logistics.
  • Owning key customer KPIs, lead root cause investigations, resolve customer pain points, and drive CX performance improvements through data-driven decision-making.

Key requirements:

  • Proven leadership experience in customer-facing roles, contact centres, supply chain, logistics, or manufacturing environments with a focus on delivering exceptional customer experiences.
  • Strong operational discipline and the ability to bring structure, clarity, and visibility to complex service functions.
  • A passion for leading through change, uplifting culture, and empowering your people through coaching, development, and recognition.
  • Sound commercial and supply chain acumen with a focus on delivering measurable CX outcomes and driving business growth.
  • Exceptional stakeholder management and influencing skills to build strong relationships and drive collaboration across functions.

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