Customer Experience Manager

5 days ago

Melbourne, Victoria, Australia Fluidra Group Australia Pty Ltd Full time $80,000 - $120,000 per year

Why Join Fluidra?

We're a global pool and wellness company operating in 45+ countries, with 500+ staff across Australia. At Fluidra, we offer a fun, inclusive, and values-driven culture focused on innovation, growth, and team success.

About the role

Lead and manage customer service teams to ensure excellent service delivery and continuous improvement, while supporting team development and driving operational success. This role will also involve frequent interstate travel.

What You'll Be Doing

  • Lead and support Consumer Support & Trade Support teams
  • Drive performance through KPIs, coaching, and clear expectations
  • Oversee training programs and team development
  • Set and uphold customer service standards and policies
  • Monitor and improve service via audits, systems and feedback
  • Respond to social media and online customer reviews
  • Handle escalations and implement corrective actions
  • Provide regular reports to Senior Management

What You'll Bring

  • Strong leadership and people management experience
  • Ability to manage remote and onsite teams
  • Great communicator and team motivator
  • Skilled in planning, analysis and problem-solving
  • Experience in customer service operations
  • Industry experience is highly desirable

What's in it for You?

  • Hybrid work + flexible arrangements
  • Competitive salary + bonus scheme
  • Training & career development
  • Paid parental leave + birthday leave
  • EAP, flu shots & wellness support
  • Staff discounts on Fluidra products

Be part of a global brand that values people, performance, and purpose. Apply today

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