Head of Customer Experience

This is an opportunity to join the leadership team and be part of a well-established manufacturing business playing a pivotal role in shaping the future of its customer service function. 

You will lead a small, dedicated customer service team while driving improvements across systems, processes, communication, and service delivery. This is a hands-on leadership role for someone who enjoys making a genuine impact - not simply overseeing a team.

The Opportunity
Customer experience is at the heart of this business, and we're looking for a leader who can strengthen cross-functional collaboration, champion a customer-first culture, and create smooth, efficient processes that support both customers and internal stakeholders.

You will take ownership of the end-to-end customer experience, ensuring enquiries, orders and issues are managed proactively through to resolution while continuously identifying opportunities to improve the way the business operates.

This role will particularly appeal to someone who enjoys joining an evolving environment, bringing people together, and leading positive, lasting change.

Key Responsibilities

• Lead and coach a small customer service team, fostering engagement, accountability and high performance
• Deliver exceptional end-to-end customer service across the customer journey
• Manage escalated customer issues with professionalism and a solution-focused approach
• Drive continuous improvement across customer service processes, systems and communication standards
• Improve collaboration and alignment between customer service, manufacturing and other internal functions
• Develop team capability through coaching, mentoring and ongoing performance development
• Identify opportunities to streamline operations and enhance the overall customer experience
• Report on customer service performance and contribute to strategic initiatives alongside the executive leadership team

About You
You will be someone who is experienced and passionate about delivering outstanding customer outcomes while building high-performing teams.  

• Proven leadership experience within a manufacturing environment
• Strong end-to-end customer service management experience
• A hands-on approach and willingness to work alongside your team to achieve results
• Demonstrated success leading process improvement and continuous improvement initiatives
• Experience managing customer escalations and resolving complex issues
• Excellent communication skills with the ability to influence stakeholders across multiple business functions
• A genuine customer-first mindset and a commitment to operational excellence
• Strong coaching and people development capability

You will have the opportunity to make a meaningful impact in a business committed to enhancing its customer experience, sitting in a highly visible role working closely with executive leadership.  It will provide satisfaction in that you will have the chance to shape processes, develop people and influence business-wide improvements. 
  
If you're a proactive leader who enjoys creating structure, improving performance and building a function that delivers consistently outstanding outcomes, we'd love to hear from you.  Please submit your application today, or if you have additional questions that aren't answered above you are welcome to call Sally Stanton on 021563311