Continuous Improvement Manager

Requirements

About the Role

Are you passionate about driving operational excellence and transforming customer experiences? GWA Group is seeking a dynamic Continuous Improvement Manager to join our Customer Experience & Services team in Prestons, NSW.

As the Continuous Improvement Manager, you will be the primary change agent, delivering measurable gains in customer satisfaction and operational efficiency through technology integration, process optimisation, and data-driven decision making. You'll champion automation, workforce optimisation, and cross-functional collaboration to ensure consistent service delivery, customer loyalty, and profitable volume growth.

Key Responsibilities

Customer Experience Excellence:

• Design and implement standardised customer experience frameworks across all markets
• Lead customer journey mapping and quality assessment programmes
• Champion voice-of-customer initiatives and drive Net Promoter Score (NPS) improvements
• Develop customer-centric metrics and dashboards

Service Innovation & Standards:

• Establish and maintain service standards positioning GWA as a Trusted Technical Partner
• Lead initiatives to improve self-service capabilities and digital experience touchpoints
• Partner with product and marketing teams to ensure customer feedback shapes service delivery

Operational Excellence:

• Drive technology integration, automation, and change management initiatives
• Lead demand forecasting, resource allocation, and scheduling optimisation
• Champion process improvement and standardisation across customer service functions
• Develop performance insights, reporting frameworks, and benchmarking practices

Financial Impact:

• Assist in business case development and investment planning for CX initiatives
• Identify and implement revenue generation opportunities through enhanced customer experience
• Drive cost optimisation and track ROI of improvement initiatives

Stakeholder Engagement:

• Build strategic partnerships with IT, Operations, Finance, and Product teams
• Facilitate cross-functional workshops and steering committees
• Maintain comprehensive documentation and knowledge management systems

People & Safety:

• Embed a learning culture and support your own professional development
• Ensure a safe and healthy workplace, complying with all relevant WHS requirements

About You

As our new Continuous Improvement Manager, you will have:

• Proven experience in process improvement, change management, and project management
• Strong data analysis, business intelligence, and financial acumen
• Experience in omnichannel contact centre operations
• Ability to influence and collaborate cross-functionally
• Customer experience design, including journey mapping

• Strategic thinker with strong stakeholder management skills

• Degree in Commerce (Marketing/Sales), Business, or equivalent experience/training

Why Join Us?

Join our vibrant team at GWA, where our rich Australian and New Zealand heritage,technical expertise, and innovative drive, combine with our iconic brands to create something truly extraordinary. For over a century, we've been crafting innovative, high-quality products for homes and offices, including market-leading brands like Caroma, Methven and Clark.

We're a dynamic and purpose-driven organisation that is deeply committed to fostering innovation and promoting sustainability in all aspects of our operations.

Enjoy comprehensive access to professional development opportunities through our iLearn platform, designed to support your career growth and enhance your skill set. This resource offers a variety of courses and training programs tailored to meet the evolving needs of our team members.

Thrivein a collaborative and supportive team environment that genuinely values individual growth and teamwork. We believe that when our employees succeed, the organisation as a whole flourishes, and we work together to create an atmosphere where everyone can achieve their full potential.

About us

At GWA, we're not just a company—we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer-first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year.

When you join us, you'll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways.

We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars—We are One Team, We are Customer Focused, and We Care for Each Other—are more than just words; they're our way of life.

What can you expect from us?

Join us as we continue on our journey from Good to Great, where you'll collaborate with inspiring colleagues, engage with iconic brands, and contribute to a business with a legacy of strong growth. Take the first step towards an exciting career and become part of a team that's dedicated to delivering exceptional customer experiences and making a real difference in the world.  We value passion, potential, and a willingness to learn.

Aside from a supportive and collaborative culture where you'll be set up for success and know that you're making a real difference from day one, we'll offer you:

• Hybrid working options
• Competitive remuneration and bonus structures
• An immersive onboarding program to set you up for success
• Opportunities to learn and grow through our Learning & Development programs
• 'Great Rewards' program - exclusive access to discounts and cashback rewards at your favourite stores
• 'Bathrooms & More' program - great discounts on a wide range of our products
• Volunteer and Community Service Leave
• Option to purchase additional annual leave
• Opportunity to take advantage of novated leasing options
• Health & Wellbeing Services with 24/7 in app access to medical advice, safety support and mental healthcare for you and your immediate family members.
• Annual flu vaccinations
• Medibank Health Insurance - discounts on corporate cover

Ready to make a difference?

Apply now to become GWA's next Continuous Improvement Manager and help us shape the future of customer experience

Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role.

Please note that we are not accepting applications from agencies for this position.