Customer Experience Director

Ligentia; City of Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Discretionary performance bonus

Birthday leave

Phone plan allowance

Employee benefits scheme

Job summary

Ligentia in Melbourne is seeking a Customer Experience Director to own the commercial success of our Oceania network for strategic customers. You will lead and grow our destination customer experience and success teams, acting as a senior sponsor and trusted advisor to executive sponsors.

In this role, you shape and deploy the customer engagement and growth strategy, driving product adoption and long-term value.

Qualifications

• Proven experience as an Account Director or senior account-management leader.
• Strong commercial and financial acumen with strategic planning skills.
• Experience leading large teams and coaching high performers.
• Excellent communication, negotiation, and stakeholder influence at all levels.
• Knowledge of supply chain / logistics and customer-first mindset.

Responsibilities

• Own retention and growth for a portfolio of strategic customers across Oceania.
• Lead and grow destination customer experience and success teams.
• Act as senior sponsor and trusted advisor to key customer stakeholders and executive sponsors.
• Shape and deploy the customer engagement and growth strategy.
• Drive product adoption and long-term customer value.

Skills

Senior account management

Strategic planning

People leadership

Communication & negotiation

Customer-first mindset

Job description

We’re looking for a Customer Experience Director who is based in Melbourne, to lead commercial success across our Oceania network for our global and regional strategic customers.

About Us:

Ligentia (Member of the ASYAD Group) is a leading global supply chain technology and services provider. With expert teams and clever technology, we support customers across sectors including retail, consumer goods brands, automotive and healthcare – solving problems and making sure their goods arrive on time and in full, reliably, efficiently, cost-effectively and increasingly, sustainably.

What you'll do:

• Own retention and growth (EBITDA, share of wallet and cross-sell) for a portfolio of strategic customers across Oceania
• Lead and grow our destination customer experience & success teams
• Act as senior sponsor and trusted advisor to key customer stakeholders and executive sponsors
• Shape and deploy the customer engagement and growth strategy
• Drive product adoption and long-term customer value

What we’re looking for:

• Proven experience as an Account Director (or similar senior account-management leader)
• Strong commercial and financial acumen, with strategic planning and decision-making skills
• An inspiring people leader who can build, coach and grow high-performing teams
• Excellent communication, negotiation and stakeholder-influencing skills at all levels
• Supply chain / logistics knowledge and a genuinely customer-first mindset

What's on offer:

• Competitive remuneration package
• Discretionary performance bonus
• A free day of leave each year for your birthday
• Three great office locations in Eagle Farm (QLD), Truganina (VIC) and Sydney CBD (NSW)
• Access to local and regional executive team
• Discounted car hire and employee benefits scheme
• Expendable phone plan up to $100 per month
• The backing of a 5,000 + strong global business spanning Asia, Australia, Europe, the UK and the USA across owned offices and agent network

This is a rare opportunity to own the customer relationship for our most important accounts in the region, with the backing of a global business.