Customer Experience Manager

Arc - The Australian Reinforcing Company; City of Brisbane; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Parental leave 20 weeks (Primary Carer

Health cover with nib Health Insurance

Employee discounts

Job summary

The Australian Reinforcing Company (ARC) is seeking a Customer Experience Manager to lead scheduling capability for QLD projects from Hemmant, coordinating across multiple sites. You will directly interact with builders, concreters and project teams to resolve issues and improve the customer experience while shaping regional strategy.

Reporting to the QLD Regional Manager, you will drive continuous improvement in estimates, schedules and post‑sales processes, develop your dispersed team, and

Qualifications

• Leadership experience in estimating, scheduling, planning or a comparable operational function.
• Experience leading dispersed teams across multiple sites.
• A genuine customer‑first mindset, and the confidence to deal with customers daily.
• A continuous improvement track record — you spot inefficiency and fix it.
• Strong commercial and financial acumen.
• Excellent communication skills, with the ability to actively listen and consult stakeholders.
• Strong negotiating and problem‑solving skills.
• Comfort with change, and the resilience to lead others through it.
• Steel or construction industry experience highly regarded.

Responsibilities

• Lead, coach and develop scheduling teams across multiple QLD locations.
• Own the accuracy, turnaround and quality of estimates and schedules (and keep lifting the standard).
• Be a visible point of contact for customers, turning daily interactions into a measurably better customer experience.
• Drive continuous improvement across post‑sales processes, systems and reporting.

Skills

Leadership

Scheduling

Customer facing

Continuous improvement

Commercial acumen

Communication

Negotiation

Change management

Job description

Join a 2026 AFR BOSS Best Places to Work Gold Winner and 2026 Sustainability Champion recognised by the World Steel Association. Play a key role in shaping our performance across our Australian Reinforcing Company (ARC) business.

Reporting to the QLD Regional Manager and based at our Hemmant site, you will lead the scheduling capability that sits behind every ARC project in QLD. Your team spans across multiple QLD locations, you will be the leader who brings them together, builds their capability and holds the quality standards high.

This is a hands‑on, customer‑facing leadership role. You will be in contact with customers every day such as builders, concreters and project teams, resolving issues, building relationships and using what you hear to reshape how we estimate, schedule and deliver, and ultimately improve the customer experience.

As a member of the Regional Leadership Team, you will help shape the regional strategy and translate it into practical improvement projects, working closely with Area Managers, Key Account Managers and Branch Managers to solve problems at the source.

What you will be doing:

• Lead, coach and develop scheduling teams across multiple QLD locations
• Own the accuracy, turnaround and quality of estimates and schedules (and keep lifting the standard)
• Be a visible point of contact for customers, turning daily interactions into a measurably better customer experience
• Drive continuous improvement across post‑sales processes, systems and reporting

You will be rewarded with:

• The opportunity to make a significant impact in a highly visible leadership role, shaping the customer experience strategy across QLD
• Long‑term career development opportunities within a large national organisation
• A collaborative, supportive team environment

Primary Benefits:

We offer a range of benefits designed to support you at work and beyond:

• Paid parental leave that goes further - 20 weeks paid Primary Carer Leave and 3 weeks Partner Leave, plus superannuation contributions during unpaid leave (eligibility applies)
• Health cover at discounted rates - Access corporate rates with nib Health Insurance to support you and your family
• Everyday savings - Access a wide range of employee discounts across major brands including retail, travel and lifestyle

What you will bring:

• Leadership experience in estimating, scheduling, planning or a comparable operational function
• Experience leading dispersed teams across multiple sites
• A genuine customer‑first mindset, and the confidence to deal with customers directly every day
• A continuous improvement track record — you spot inefficiency and fix it
• Strong commercial and financial acumen
• Excellent communication skills, with the ability to actively listen and consult stakeholders
• Strong negotiating and problem‑solving skills
• Comfort with change, and the resilience to lead others through it
• Steel or construction industry experience highly regarded

We offer more than just a job; we provide a dynamic environment built on three pillars that define our commitment to both our team and our industry.

• Work with a greater purpose - join us on our pursuit of a sustainable future and contribute to our nation's legacy.
• Work well, live better – experience a safe, supportive and inclusive environment which values you as a whole person and where wellbeing matters.
• Build your own future – grow and drive your own development to grow your skills. Everyday is an opportunity to grow.

About us

The Australian Reinforcing Company (ARC) is Australia's local reinforcing partner. With more than 100 years behind us and the country's largest branch network, we deliver reinforcing where it's needed, backed by people who know their communities and projects.

A brand of InfraBuild, ARC connects local service with a national, integrated steel supply chain built on recycled steel and Australian manufacturing.

Customer Experience Manager Brisbane, QLD, AU