Customer Experience Manager

20 hours ago

Caringbah, New South Wales, Australia PAL Lighting Full time $80,000 - $120,000 per year
Customer Experience Manager

Location: Caringbah, NSW

Team: Sales & Customer Experience

Employment: Full-time

About PAL Lighting

PAL Lighting is a leader in innovative lighting solutions, delivering high-quality products that transform spaces and experiences. We combine design, technology, and a customer-first service approach. As a small, tight-knit team, we punch above our weight, move quickly, and pride ourselves on delivering exceptional customer outcomes.

We're now looking for a Customer Experience Manager to take ownership of our customer journey, strengthen relationships, and build out the function as we continue to grow.

The Role

This is not a plug-and-play role. You'll have the opportunity to shape what Customer Experience looks like at PAL Lighting—designing processes, building out tools, and creating best practices while managing key accounts. You'll work hand-in-hand with the sales team and end users, ensuring our customers achieve long-term success and see PAL Lighting as a trusted partner.

Key Responsibilities
  • Account Management: Own a portfolio of customers, ensuring satisfaction, retention, and growth opportunities.
  • Build & Shape the Role: Roll up your sleeves to create frameworks, processes, and resources that will form the backbone of PAL Lighting's customer experience function.
  • Customer Journey Ownership: Lead onboarding, adoption, and success initiatives, ensuring customers get maximum value.
  • CRM & Insights: Manage customer data and activity in CRM platforms (HubSpot, Salesforce, or similar), providing clear reporting and insights.
  • Collaboration with Sales: Work closely with the sales team to deliver seamless handovers, renewals, and expansion opportunities.
  • Customer Advocacy: Capture and channel customer feedback to influence product development and service delivery.
  • Engagement Programs: Create training, resources, and communication to support end-user adoption.
  • Performance Tracking: Monitor and report on KPIs like retention, adoption, NPS/CSAT, and revenue influence.
  • Technical & Warranty Programs: Build out warranty management and technical support processes, including SOPs to ensure consistent handling of claims, troubleshooting, and escalation.
  • Knowledge Base & Enablement: Develop documentation, guides, and workflows to empower both internal teams and customers with clear, reliable information.
About You
  • 3–6+ years' experience in customer success, account management, or customer experience.
  • Minimum 4-5 years of proven customer success or account management experience is required.
  • Proven ability to build out new processes, teams, or programs — not just maintain them.
  • Strong CRM experience (HubSpot, Salesforce, or similar).
  • Advanced user-level proficiency in CRM platforms is essential.
  • Commercial acumen: confident in identifying growth opportunities and supporting renewals/upsells.
  • Excellent communicator who can connect with technical and non-technical stakeholders.
  • A hands-on team player who thrives in smaller teams where flexibility, ownership, and initiative are key.
Bonus Skills
  • Industry knowledge in lighting, construction, or design.
  • Experience in customer enablement or building customer communities.
  • Familiarity with customer analytics and journey-mapping tools.
Why Join PAL Lighting
  • Play a pivotal role in shaping a growing company's customer experience function.
  • Join a supportive, collaborative, and ambitious small team.
  • Competitive salary + performance incentives.
  • Professional growth opportunities and the chance to make the role your own.

  • Customer Service Officer

    17 hours ago

    Caringbah, New South Wales, Australia Viking Blues Pty Ltd Full time $60,000 - $80,000 per year

    Who We AreJoining Bova Australia means becoming part of a team dedicated to advancing veterinary medicine. As a Veterinary Compounding Pharmacy, we create custom pharmaceuticals that make a real difference in animal health. If you're looking for a role where your work has real impact, we'd love to have you on our journey.Life at Bova AusAt Bova Aus, we...

  • Product Marketing Manager

    7 days ago

    Caringbah, New South Wales, Australia Expedo Full time $80,000 - $120,000 per year

    Who we are: Xemplo is not just another piece of SaaS software; it's a powerful, business-critical platform with features and benefits designed to revolutionise how businesses compliantly engage their workers internationally.About the roleWe're looking for a hands-on Product Marketing Manager to join our team at Xemplo, our workforce management platform. This...

  • Product Marketing Manager

    7 days ago

    Caringbah, New South Wales, Australia Xemplo Full time $90,000 - $120,000 per year

    Who we are:Xemplo is not just another piece of SaaS software; it's a powerful, business-critical platform with features and benefits designed to revolutionise how businesses compliantly engage their workers internationally.About The RoleWe're looking for a hands-on Product Marketing Manager to join our team at Xemplo, our workforce management platform. This...

  • Warehouse Site Manager

    1 week ago

    Caringbah, New South Wales, Australia FARMER'S PICK Full time $100,000 - $130,000 per year

    The Site Manager is accountable for leading and overseeing all day‑to‑day operations at the Farmers Pick Sydney site, ensuring the safe, efficient, and compliant running of all functions. This role is responsible for delivering operational excellence across receiving, storage, distribution, and quality assurance, while fostering a high‑performance...

  • Casual Mobile Chip Repair Technician

    7 days ago

    Caringbah, New South Wales, Australia O'Brien Glass Industries Limited Full time $60,000 - $80,000 per year

    Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.O'Brien AutoGlass have an exciting...

  • Casual Mobile Chip Repair Technician

    7 days ago

    Caringbah, New South Wales, Australia O'Brien Glass Industries Full time $60,000 - $80,000 per year

    Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.-O'Brien AutoGlass have an exciting...

  • Casual Mobile Chip Repair Technician

    7 days ago

    Caringbah, New South Wales, Australia AMETEK O'Brien Full time $60,000 - $80,000 per year

    Are you wanting to work for an organisation that values their people, invests in communities and has a commitment to our environment? Do you share a passion for maintaining a continual focus on Making a Difference with Real Care to customers and employees? If this sounds like you, then we have your next opportunity.--O'Brien AutoGlass have an exciting...

  • Motorcycle Spare parts

    3 days ago

    Caringbah, New South Wales, Australia Sydney Performance Motorcycles Full time $60,000 - $80,000 per year

    Motorcycle Parts Interpreter – Sydney Performance MotorcyclesLocation:Taren Point, NSWEmployment Type:Full-TimeSalary:Competitive + Staff DiscountsJoin the team at one of Sydney's most respected motorcycle service centresSydney Performance Motorcycles is looking for a passionate and knowledgeableMotorcycle Parts Interpreterto become a key member of our...

  • Luxury Sales Specialist

    3 days ago

    Caringbah, New South Wales, Australia Gunn Talent Full time $80,000 - $120,000 per year

    Here you'll be more than just a salesperson – you'll be a trusted advisor helping clients choose products that enhance their lifestyle. You'll engage in a consultative sales process, uncover client needs, and confidently close high-value deals. These products not only look and feel luxurious, but also support health, wellness, and rehabilitation, giving...

  • Pharmacist

    2 weeks ago

    Caringbah, New South Wales, Australia CW Retail Services Pty Ltd Full time $80,000 - $120,000 per year

    Start your career at Chemist Warehouse Caringbah From aspiring pharmacists to analytical payroll professionals, store support superstars to specialist skincare and cosmetic buyers and wise web developers to warehouse gurus - the opportunities really are limitless at Chemist WarehouseWhether you're kick starting your career or looking for your next place to...