Job Description

Location: Cronulla
Salary Package: $150k + Super
Role Highlights: Senior leadership opportunity to transform and optimise the end-to-end customer function within a technical products and solutions environment. This role will take ownership of customer service operations, process optimisation and capability uplift, with a strong mandate to build best-in-class systems, workflows and service standards across the business. You will play a critical role in driving operational excellence, improving customer outcomes and implementing scalable processes that support growth, efficiency and commercial performance.

Role Overview
Reporting into senior leadership, the Customer Excellence Manager will lead the Customer Service function while driving strategic process improvement initiatives across customer operations, pricing, quoting and service delivery. This role is highly focused on building structure, consistency and operational rigour across the customer lifecycle to create a best-in-class customer function. On a daily basis, you will oversee service performance, lead escalations management and partner closely with Sales, Operations, Supply Chain and Finance to ensure seamless execution across all customer touchpoints. A key focus of the role will be identifying process gaps, streamlining workflows and implementing scalable systems and procedures that improve efficiency, service consistency and customer satisfaction. You will lead continuous improvement initiatives across the function, establish measurable service standards and embed a proactive, customer-centric culture across the organisation.

This position is ideal for a leader who enjoys creating structure, driving operational transformation and building high-performing customer operations functions within a technical, manufacturing, infrastructure, construction products or industrial solutions environment.

Responsibilities

• Lead and develop the Customer Service team, implementing best-in-class processes, service standards and operational frameworks to drive performance and consistency
• Drive continuous improvement initiatives across the customer lifecycle, identifying opportunities to streamline workflows, improve efficiency and enhance customer outcomes
• Partner with Sales, Operations, Supply Chain and Finance to optimise cross-functional processes and improve overall service delivery
• Lead customer escalations, reporting and performance analysis, using data and root cause insights to implement long-term operational improvements

Candidate Profile
The successful candidate will be an experienced Customer Experience, Customer Service or Commercial Operations leader with a strong track record of driving operational excellence and process improvement within technical, industrial, manufacturing or customer-centric environments. You bring strong commercial acumen and experience across customer operations, pricing governance, quoting processes and service delivery optimisation. Most importantly, you are passionate about continuous improvement and genuinely enjoy identifying opportunities to create structure, improve workflows and build best-in-class operational processes.

You consider yourself as someone with a genuine growth mindset who thrives in environments focused on evolution, innovation and positive change. You are a collaborative and hands-on leader who leads by example, values teamwork and builds strong relationships across the business. You are naturally proactive, solutions-focused and customer-centric, with the ability to influence stakeholders across Sales, Operations, Supply Chain and Finance. Your strong communication skills, analytical mindset and passion for improvement will see you succeed in a role that combines strategic impact with operational leadership.

Culture & Benefits
Join a well-established Australian business known for quality, innovation and long-term customer partnerships within the technical products and solutions sector. This organisation values collaboration, continuous improvement and operational excellence, offering the opportunity to make a genuine impact across the business.

• Lead transformational process improvement initiatives across the customer function
• Drive the development of best-in-class operational structures, systems and workflows
• Partner with senior stakeholders to influence customer strategy and business performance

Apply
If this sounds like you, please send your resume by clicking the “apply” link below. The reference number for this role is CZCEM. Please allow for 3 - 5 working days for us to process all applications. All applicants will hear back from us, either via email or a telephone call.