Customer Experience Manager

at; Österreich; Vor Ort; EUR 55.707 - 74.276; Vollzeit

Benefits dieser Stelle

Hybrid working (1 day WFH)

Purpose-driven work

Collaborative culture

Zusammenfassung

COEX in Australia is seeking a Customer Experience Manager to oversee operational delivery and improvement of customer support across various channels. The ideal candidate will lead a small team and manage external providers to ensure service standards are met. Responsibilities include performance management, customer journey mapping, and collaborating with cross-functional teams. Join COEX for purpose-driven work and a collaborative culture focused on sustainability and community impact.

Qualifikationen

• Experience across contact centres or customer support environments.
• Strong understanding of customer support KPIs and SLAs.
• Experience managing CX design teams.

Aufgaben

• Lead the performance and optimisation of customer support operations.
• Manage external contact centre providers.
• Own customer support KPIs and performance metrics.

Kenntnisse

Customer operations experience

Management of third-party providers

Stakeholder management

Data analysis and insight generation

Operational performance understanding

Jobbeschreibung

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About the Organisation

Container Exchange (COEX) is the not-for-profit organisation behind Containers for Change – one of Queensland’s most visible and impactful sustainability initiatives. With a strong focus on innovation, community impact and operational excellence, COEX continues to evolve how Queenslanders engage with recycling and container returns at scale. This is an organisation where customer experience, accessibility and service delivery genuinely matter, supported by a collaborative culture and a clear social and environmental purpose.

This is an environment with real complexity: large‑scale customer operations, multiple service channels, national support providers and a statewide network serving communities across Queensland.

About the Role

As Customer Experience Manager you’ll lead the operational delivery and continuous improvement of COEX’s customer support experience across all customer channels. This role sits at the intersection of customer operations, service delivery and practical CX improvement. In addition to leading the CX team (2 × direct reports), the major focus of the role is overseeing the performance of the organisation’s third‑party contact centre provider, ensuring service standards, responsiveness and customer outcomes are consistently achieved.

While customer journey mapping, Voice of Customer and experience design remain important components of the role, the core focus is operational leadership, support model optimisation and customer service performance. You’ll work closely with operations, technology and internal stakeholders to improve customer support processes, optimise service experiences and deliver practical improvements across the customer lifecycle.

Key Responsibilities

• Lead the day‑to‑day performance and optimisation of customer support operations
• Manage external contact centre providers, service levels and operational delivery standards
• Own customer support KPIs, reporting frameworks and service performance metrics
• Lead and mentor an established CX team (Service Design Lead and Insights Lead), ensuring strong performance and accountability
• Oversee Voice of Customer initiatives and customer insight activities, leveraging data to identify trends, pain points and improvement opportunities
• Partner cross‑functionally with technology, operations and service teams to improve customer outcomes
• Oversee customer journey and service experience improvements across the organisation
• Monitor support demand, service responsiveness and customer satisfaction outcomes

What we’re looking for

• Customer operations or CX leader with experience across contact centres, service delivery or customer support environments
• Strong experience managing outsourced or third‑party customer support providers
• Previous experience managing teams of CX designers
• Deep understanding of customer support KPIs, SLAs, service delivery frameworks and operational performance
• Exposure to customer journey mapping, Voice of Customer or customer insight programs
• Able to balance operational delivery with broader customer experience thinking
• Strong stakeholder management and cross‑functional collaboration capability
• Comfortable operating in complex, multi‑stakeholder environments
• A pragmatic, accountable and delivery‑focused leadership style
• Genuinely motivated by purpose‑led work and community impact

Why join COEX

COEX is officially Great Place To Work certified and recognised as an Inclusive Employer by Diversity Council Australia – a reflection of their culture, values and impact in action.

Here you’ll find:

• Purpose‑driven work with visible environmental and community impact
• A large‑scale customer environment with meaningful operational complexity
• A collaborative and values‑led culture focused on continuous improvement
• Hybrid working (1 day WFH) and flexibility from their Brisbane CBD HQ
• The opportunity to shape customer outcomes across one of Queensland’s most recognised sustainability initiatives

Call Cass Barker, Director at Gybe Consulting, on 04•• ••• 791 or email cas•••••••@gybeconsulting.com.au for more information.