Customer Experience Lead

Location: sydney
Salary: $100000 - $130000 per annum
Job Type: permanent
Contact: Conor Hayden
Our Client is a well-established Australian business that has built a strong reputation supplying consumables, equipment and service solutions to customers nationwide. Following significant growth within its service division over the past decade, the business is investing in stronger leadership, improved processes and greater operational accountability to support future growth and enhance customer outcomes.

The Role of Customer Experience Lead is a newly created leadership position, which will take ownership of the day-to-day coordination of the national service operation. Leading a team of Service Coordinators, you will be responsible for improving communication, scheduling effectiveness, customer service standards and operational consistency across the function. This is a highly visible role that combines people leadership, service coordination and continuous improvement.

Key responsibilities include:
  • Leading, coaching and developing an offshore team of Service Coordinators
  • Managing national service scheduling, bookings and technician allocation
  • Improving communication across customers, technicians and internal stakeholders
  • Supporting spare parts management and inventory coordination
  • Driving process improvement and workflow optimisation initiatives
  • Partnering with Operations, IT and Procurement to enhance systems and processes
  • Supporting preventative maintenance programs and reactive service requirements
  • Improving customer experience, responsiveness and service delivery outcomes
We're Looking For
  • Previous leadership or team management experience
  • Strong customer-facing communication and stakeholder management skills
  • Experience within service operations preferred but isn't essential
  • Proven ability to identify operational gaps and implement practical improvements
  • Strong process mapping, problem-solving and organisational capability
  • Experience working cross-functionally with operational and support functions
  • High attention to detail and strong written communication skills
You'll thrive in a fast-paced environment and enjoy balancing strategic improvements with hands-on operational execution.

What's On Offer
  • Newly created leadership position with genuine opportunity to make an impact
  • Ownership of a growing national service function
  • Opportunity to lead and develop a team
  • Collaborative and supportive leadership team
  • Sydney-based permanent position with flexibility around start and finish times
  • Competitive salary based on salary + superannuation 
Please click APPLY NOW or to find out more, reach out to Conor Hayden on 0483 950 245 or at conorh@sde.com.au

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