Customer Experience Lead - Operations & Escalations

Arbex; North Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible working arrangements

Leave & wellbeing initiatives

Career development & mentoring

Employee benefits through app

Inclusive, collaborative culture

Job summary

Arbex is seeking a Consumer and Customer Experience Team Lead to drive day-to-day service delivery and continuous improvement across Consumer and Professional channels. You will manage escalations, monitor performance, and collaborate with Sales, Marketing, and Supply Chain to optimise customer interactions.

A practical, hands-on leader who thrives in a fast-paced environment will excel. You will lead two Customer Liaison and Loyalty Managers, ensuring timely responses to ~2,400 annual

Qualifications

• 5+ years in customer service or operations leadership.
• Experience leading a small customer service team with coaching and escalations.
• Experience with service reporting, process improvement and stakeholder engagement.
• Experience using CRM systems; Salesforce experience is a plus.

Responsibilities

• Support day-to-day relationship with external consumer services agency, including escalations, service performance, scope and cost monitoring.
• Partner with brand, commercial and marketing teams to share product updates that support effective consumer service delivery.
• Oversee consumer enquiries, complaints and service issues to ensure consistent, efficient handling.
• Monitor service performance, prepare monthly reporting and recommend improvements to processes.
• Lead and support a small team of two Customer Liaison and Loyalty Managers while remaining involved in day-to-day inquiries.
• Manage customer and distributor enquiries, including information requests, spare parts, samples and complaints.
• Ensure circa 2,400 annual enquiries and requests are handled within targets and policy.
• Coach the team on Arbex ways of working and optimise spare parts ordering through warehousing processes.

Skills

Customer service leadership

Team coaching

Escalation management

CRM systems

Stakeholder engagement

Salesforce experience

Tools

Salesforce

Job description

Arbex is seeking a Consumer and Customer Experience Team Lead to drive day-to-day service delivery and continuous improvement across Consumer and Professional channels. You will manage escalations, monitor performance, and collaborate with Sales, Marketing, and Supply Chain to optimise customer interactions.

A practical, hands-on leader who thrives in a fast-paced environment will excel. You will lead two Customer Liaison and Loyalty Managers, ensuring timely responses to ~2,400 annual