Customer Service Lead

17 hours ago

Perth, Western Australia Keystone People Solutions Pty Ltd Full time $80,000 - $120,000 per year


Customer Experience Lead – WA-based Manufacturer (Confidential Client)


Perth, WA
|
Full-time
|
Lead CX strategy, systems and service delivery

Keystone People Solutions
is partnering with a well-established, WA-headquartered manufacturer with a global customer base to recruit a
Customer Experience Lead
. This newly created, standalone role is your opportunity to take ownership of the entire customer journey – from onboarding and support through to systems, data insights and CX-led growth initiatives.

If you're passionate about creating seamless customer experiences, optimising CRM platforms, and working cross-functionally with teams like Product, Sales and Marketing – we want to hear from you.


What you'll be doing
:

  • Lead the end-to-end customer experience strategy and execution
  • Triage and delegate incoming customer queries via CRM (HubSpot)
  • Analyse customer trends and pain points to improve satisfaction and retention
  • Own NPS improvement initiatives and customer insights reporting
  • Collaborate across departments to align product, comms and service delivery
  • Oversee escalation pathways and maintain service consistency
  • Optimise CRM workflows and communication touchpoints (HubSpot, Pronto, Klaviyo)
  • Support general customer communications and back up other support roles as needed


What we're looking for
:

  • 5+ years in a customer experience, client services or admin leadership role
  • Strong knowledge of CRM platforms – HubSpot highly regarded
  • Experience within a manufacturing or product-based environment (preferred)
  • Proactive, process-driven mindset with excellent communication skills
  • Ability to manage complexity, coach stakeholders, and make data-led decisions


Why this role stands out
:

  • WA-based business with a global reach and an innovation-driven culture
  • Collaborative, values-led environment that backs your ideas
  • Make a real impact in a role that bridges systems, service and strategy

Keen to join a company redefining its customer experience model from the inside out?

Apply now or reach out to
Keystone People Solutions
in confidence for more info.

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