ANZ Customer Support Manager

u&u. Recruitment Partners; City of Brisbane; On-site; AUD 120,000 - 160,000; Full time

Job summary

u&u Recruitment Partners seeks a Regional (ANZ) Customer Support Manager to lead and evolve customer service across Australia and New Zealand. You will mentor dispersed teams, own regional operations, and partner with senior leadership to align service delivery with sales goals.

The role focuses on embedding continuous improvement, optimizing CRM systems, and delivering high-quality, timely solutions to a diverse client base. Strong strategic thinking and stakeholder management are essential.

Qualifications

• Senior leadership experience in Customer Service, Service Delivery, or Operations.
• Experience leading multi-site teams in complex environments.
• Experience creating and implementing process improvement and change management initiatives.
• Background in CRM platforms with focus on optimization and user adoption.
• Experience in infrastructure, utilities, transport, energy, or industrial sectors is valued.
• Ability to translate customer strategy into operational processes and KPIs.
• Strong interpersonal, communication, and de-escalation skills with stakeholders.
• Tertiary qualifications are desirable.

Responsibilities

• Lead, mentor, and build capability across dispersed customer support teams.
• Manage regional customer service operations across ANZ to meet high standards of service.
• Own and optimize technology systems to enhance frontline delivery and CRM reporting.
• Lead change initiatives to refine processes and frontline delivery.
• Analyze customer and service data to inform executive decisions and track outcomes.
• Partner with senior leadership to align customer support strategies with broader objectives.
• Act as escalation point for complex customer queries on pricing, turnaround times, order status.

Skills

Senior leadership

Multi-site teams

CRM optimization

Strategic thinking

Process improvement

Stakeholder management

Interpersonal communication

Education

Tertiary qualification in Business Administration or related field

Tools

CRM platforms

Job description

Our client is a US based, multinational who are recognised as a market leaders in the manufacture and supply of critical infrastructure, industrial, agricultural and construction solutions. The organisation has a long and proud history in Australia, operating a range of distinct business units which have grown organically and through acquisition. Fuelled by a commitment to operational excellence, quality, and continuous improvement, the organisation has recently merged several of their businesses into aligned business units. As part of this change and to ensure the organization's service model keeps pace with ongoing business growth, there is an exciting opportunity to join the organisation in the newly created role of Regional (ANZ) Customer Support Manager.

Reporting directly to the APAC Sales Director, the Regional (ANZ) Customer Support Manager will play a pivotal role in championing a customer-centric culture and leading national customer support/service outcomes. This is a strategic, yet hands-on leadership role focused on empowering teams, embedding continuous improvement, and optimizing systems and CRM processes to deliver high-quality, timely solutions to a diverse client base.

More specifically, you will be involved in the following:

• Leading, mentoring, and building capability across customer support teams operating in multiple geographically dispersed locations;
• Managing and enhancing regional customer service operations across ANZ, ensuring region-specific needs and high standards of service excellence are met;
• Owning and optimizing technology systems to enhance frontline service delivery, reporting, order documentation compliance, and customer insights;
• Recommending and leading change initiatives to refine operational processes, continuous improvement strategies, and overall frontline delivery practice;
• Analyzing customer and service performance data to inform executive decision-making, prioritize systemic improvements, and track service delivery outcomes;
• Partnering with senior leadership, internal operational teams, and external stakeholders to align customer support strategies with broader infrastructure and sales objectives; and
• Acting as a escalation point for complex customer queries surrounding pricing, turnaround times, order status, and scheduling.

Required Experience

• Proven success in a senior leadership role across Customer Service, Service Delivery, or Operations;
• Demonstrated experience leading multi-site or geographically dispersed teams within complex operational environments;
• Strong strategic thinking and problem-solving capability, including demonstrated experience in creating and implementing process improvement and change management initiatives;
• Extensive background in CRM platforms, specifically driving system optimization and user adoption;
• Prior experience within infrastructure, utilities, transport, energy, or industrial sector environments will be highly regarded;
• Strong track record of translating customer strategy into actionable operational processes, behaviours, and KPIs;
• Exceptional interpersonal, communication, and de-escalation skills with the ability to navigate complex stakeholder relationships; and
• Tertiary qualifications in Business Administration, Customer Service Management, or a related field are desirable.

Benefits

• Play a key leadership role in shaping the regional customer strategy for an established global infrastructure brand;
• Highly autonomous position with direct engagement alongside senior APAC leadership; and
• Dynamic, continuous improvement culture with competitive overall remuneration.

At u&u Recruitment Partners, we value diversity,equityand inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments throughout the recruitment process (including alternate formats to apply), or have a preferred method of communication, we encourage you to make a request via @uandu.com or contact u&u on 07 100 to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’sopportunities using accessibility software Recite Me at https://www.uandu.com/jobs.