Customer Experience Manager

About Us

This is your opportunity to work with a market leader and with well-known brands.  In Australasia CRC Industries is a market leader of consumer brands in specialty chemicals and adhesive products for the Industrial, Automotive, Hardware and Marine industries.

Overview

This role leads the organisation's Customer Experience (CX) strategy and service delivery, ensuring a consistent, customer-centric approach across the APAC region. It sets the CX vision, drives service excellence, and leads regional teams while collaborating closely with Sales, Marketing, Operations, and supply chain partners. The role champions continuous improvement, technology enablement, and hands-on leadership to deliver efficient, high-quality customer experiences.

Customer Experience Strategy & Leadership

• Define the long-term customer experience vision aligned with company strategy and business goals.
• Develop CX frameworks, customer principles, and standards for the organisation.
• Ensure customer-centric thinking is embedded into company culture.
• Advocate for customer needs in strategic planning and decision-making.
• Align teams around shared CX KPIs and drive accountability.
• Lead by example being actively hands-on, with transactional skills when required.

Team Leadership & Regional Oversight

• Lead and manage the Customer Experience teams in Australia and New Zealand.
• Provide support and guidance to the CX personnel in Malaysia and India.
• Ensure effective workload management for timely processing of customer orders and credits to provide optimum customer service to our customers.
• Lead or support escalation management for major customer issues.

Customer Journey & Service Excellence

• Identify friction points and opportunities for improvement across touchpoints.
• Establish service quality metrics, SLAs, and process improvements.
• Drive continuous improvement in service delivery using data and analytics.

Supply Chain Collaboration

• Partner with Marketing, Sales, and Operations to ensure cohesive customer experiences.

• Oversee outbound logistics to support a seamless supply chain.

• Work with and coordinate outbound logistics with 3PL partners across Australia, New Zealand, and Malaysia.

• Leverage 3PL relationships to manage costs and reduce error rates.
• Oversee the management of export orders, including Dangerous Goods documentation and shipping bookings.

Technology, Systems & Digital Transformation

• Leverage technology—including digital tools, automation, AI, and emerging technologies—in collaboration with Global IT teams to drive efficiencies, innovation, and continuous improvement across all customer experience (CX) processes.
• Work closely with the EDI provider to onboard new Trade Partners, manage existing EDI connections, and ensure seamless integration and compliance with EDI standards.

Required Skills & Experience

• 10+ years' experience in Customer Experience, with proven leadership and people management skills.
• Experience leading CX teams within a manufacturing environment or specialty chemicals sector is a plus.
• Strong analytical skills for data-driven decision-making.
• Proficiency with digital CX tools and technology; experience with ERP systems (Microsoft Dynamics) is preferable.
• Deep understanding of customer psychology and behaviour.
• Effective communication and collaboration skills at all organisational levels, especially with sales and marketing.
• Experience in change management and influencing employee mindset.
• Knowledge of EDI to support links between Trade Partners, EDI Providers, and the CX team is advantageous.

Key Attributes

• Adaptable and positive in the face of change.
• Strong initiative and willingness to take on new challenges.
• Ability to influence others and gain support for new ideas and initiatives.
• Enthusiastic, with a can-do attitude that motivates team members.
• Skilled at designing, improving, and measuring processes to deliver high-quality results.
• Deep understanding of the company's customer value proposition and the current and future needs of customers.
• Maintains a positive outlook and sense of humour, even in challenging situations; deals constructively with mistakes and setbacks.
• Demonstrates a collaborative and consistent leadership style.

IT/Software Proficiency

• MS Office Intermediate Level (Excel/Word/Outlook/PPT) essential.
• Experience with ERP essential, knowledge of Microsoft Dynamics(D3FO) or similar system highly desirable.
• Experience across EDI platforms a plus.

The Benefits

• Competitive salary
• Bonus Scheme
• Hybrid working arrangement
• Fun, friendly, supportive culture
• Education Support Programme
• EAP (Employee Assistance Program)

If you are looking for a career with a market leading company where training and personal development is encouraged and supported, and where you can make a significant contribution to growth, we would like to hear from you.

Please include a covering letter with your application.

We will review and respond to applications after the Christmas holiday break, from 12 January on.