Head of Customer Experience

At Gerflor, every customer interaction matters. As our new Head of Customer Experience, you will lead the transformation of how customers experience a world leading flooring brand.

We are seeking a dynamic leader to elevate customer service and inspire teams.Gerflor Australia has recently undergone a phase of transformation, redefining its customer experience strategy under new leadership. Reporting directly to the Managing Director, you will be at the heart of the leadership team, with a rare opportunity to shape a customer-centric strategy across Australia and New Zealand for a global company with ambitious growth plans.

Why join Gerflor?

At Gerflor, we do not just create flooring, we create spaces where people live, work, and thrive. Here is what is on offer:

• Competitive salary+ Annual bonus potential of up to 20%
• A brand-new modern office in Melbourne's southeast with on-site parking
• Flexible hybrid work model (3–4 days in office)
• Employee Benefits Program with retailer discounts & rewards
• A culture of innovation, collaboration, and inclusion

We are proud to foster a workplace where people feel included, valued, and supported to do their best work. At Gerflor, diversity is more than a value it is how we succeed.

What you will do:

• Champion a customer first culture, mapping and improving the end-to-end customer journey.
• Lead, mentor, and inspire multi-site customer service teams, building a high-performance culture.
• Collaborate across Sales, Marketing, Finance, and Supply Chain to deliver customer-centric solutions.
• Standardise processes and embed best practices in order fulfilment, claims, and escalations.
• Use data and insights to drive continuous improvement and inform strategic decisions.
• Deliver strong outcomes across KPIs such as first contact resolution, CSAT, process efficiency, and team engagement.

What we are looking for:

• A strategic yet hands-on leader with proven experience in customer experience and scaling a team.
• Skilled in leading and developing multi-site teams.
• Strong communication and stakeholder management skills to foster collaboration across functions.
• Analytical and commercially aware, with the ability to balance business goals and customer outcomes.
• Experience in building materials, flooring, or distribution environments is preferable.
• Proficiency in Microsoft Navision, CRM Dynamics 365, and Microsoft Office Suite.

About Gerflor

Gerflor is a globally recognised leader in the flooring industry, with a rich legacy spanning over 80 years. Since its inception in 1937, Gerflor has been at the forefront of designing, manufacturing, and marketing innovative, decorative, and eco-responsible solutions for flexible floors, linoleum, wall coverings, and accessibility finishes.

In Australia, Gerflor has been a trusted name for over 30 years, offering a diverse range of flooring solutions that combine functionality with aesthetic appeal. The company has a strong presence in various sectors, including healthcare, education, retail, and sports, providing tailored flooring solutions that meet the unique needs of each industry.

Our Values – TRACE

• Teamwork
• Respect and Integrity
• Accountability and Commitment
• Customer Success
• Entrepreneurship and Agility

If you are ready to take the lead in shaping a world class customer experience, inspiring a talented team, and driving growth in a company with a rich legacy and an exciting future we would love to hear from you.

Apply today
and be part of Gerflor's bold new journey.

Applications for this role closes 6 pm on 6 October 2025.

Work rights: Permanent Australian work rights required; no visa sponsorship available.

Note to Recruitment Agencies:
 We are managing this role in-house and will reach out if support is required.

Gerflor is an equal opportunity employer committed to diversity and inclusion. We welcome candidates of all abilities, backgrounds, ages, and nationalities. We prohibit discrimination and harassment and make hiring decisions based solely on qualifications, merit, and business needs at the time. We know that women and people of colour are less likely to apply for jobs unless they believe they meet every criterion in the job description. We want to find the best candidate for the job and are open to considering an equivalent combination of knowledge, skills, education, and/or experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.