Customer Experience Manager

Aligned Leisure; City of Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

Griffon ANZ is seeking a dynamic Customer Experience Manager to lead our customer service and sales support functions while driving continuous improvement, automation and customer-centric innovation.

Reporting to the Sales Director, this role shapes and delivers an exceptional customer experience across every touchpoint. You will lead a high-performing team and drive service excellence through data, technology and automation.

Qualifications

• Proven leadership in Customer Service or CX environments.
• Strong understanding of service metrics and continuous improvement methodologies.
• Experience leading change and system adoption.
• Ability to translate data into practical business improvements.
• Experience with CX platforms (e.g., Zendesk).
• Excellent stakeholder management and communication skills.
• Commercially minded with ability to balance customer needs with business priorities.
• Proactive, resilient and customer-focused leader.

Responsibilities

• Develop and execute customer experience strategies that improve service performance and customer satisfaction.
• Lead and develop the Customer Experience and Sales Support teams to deliver exceptional outcomes.
• Drive continuous improvement initiatives across customer-facing and operational processes.
• Identify and implement automation, AI and technology solutions that improve efficiency and customer outcomes.
• Analyse customer and operational data to generate actionable insights and support business decision-making.
• Collaborate closely with Sales, Product, Supply Chain, Operations and IT teams to align customer experience initiatives with business objectives.
• Establish clear performance metrics, coach team members and build a high-performance culture focused on accountability, collaboration and customer success.
• Act as the voice of the customer across the organisation.

Skills

Leadership

Customer Experience

Change Management

Data Analysis

Stakeholder Management

Communication

Collaboration

Strategic Thinking

Team Leadership

Tools

Zendesk

Job description

• LocationL1 660 DONCASTER RD,DONCASTER, VIC, 3108,Australia

Description

You may not have heard of Griffon ANZ before, but there's a good chance you've used one of our products. Formerly known as AMES Australasia, we design, create and efficiently supply innovative products that enhance the homes, gardens and lifestyles of people across Australia and New Zealand.

Our products can be found in homes, sheds, workshops and backyards throughout the region, helping customers tackle everyday tasks with confidence. Backed by decades of experience and trusted brands, we are committed to delivering practical solutions that make life easier.

At our core, we are problem-solvers. We put our customers at the centre of everything we do and have been first to market with countless innovations, driven by customer insights, in-house expertise, strong research and development capability, and strategic partnerships that continually challenge us to improve.

What truly sets us apart is our people. We carefully select individuals who care about delivering great outcomes and supporting one another. We believe successful organisations are built on both purpose and performance, and we create opportunities that help our people realise their professional ambitions while remaining true to their personal values.

Our culture

Our culture is guided by a shared commitment to:

• Have a Positive, Caring and Family Attitude
• Keep it Real – Open and Honest, Always
• Be the Change We Seek
• Have a Passion for Winning
• Make it Happen
• Seek Win-Wins for All
• Treasure Creativity

We are Griffon ANZ. Proud of our heritage, excited about our future, and always looking for great people to join us.

Job Summary

As we continue to grow, we're looking for a dynamic Customer Experience Manager to lead our customer service and sales support functions while driving continuous improvement, automation and customer-centric innovation across the business.

Reporting to the Sales Director, this is a key leadership role responsible for shaping and delivering an exceptional customer experience across every touchpoint. You will lead a high-performing team, champion service excellence and identify opportunities to improve processes, systems and business performance through data, technology and automation.

What You'll Be Doing

• Develop and execute customer experience strategies that improve service performance and customer satisfaction.
• Lead and develop the Customer Experience and Sales Support teams to deliver exceptional outcomes.
• Drive continuous improvement initiatives across customer-facing and operational processes.
• Identify and implement automation, AI and technology solutions that improve efficiency and customer outcomes.
• Analyse customer and operational data to generate actionable insights and support business decision-making.
• Collaborate closely with Sales, Product, Supply Chain, Operations and IT teams to align customer experience initiatives with business objectives.
• Establish clear performance metrics, coach team members and build a high-performance culture focused on accountability, collaboration and customer success.
• Act as the voice of the customer across the organisation.

What We're Looking For

• Proven leadership experience within Customer Service, Customer Experience or Sales Support environments.
• Strong understanding of customer service operations, service metrics and continuous improvement methodologies.
• Experience leading change, implementing new systems and driving adoption across teams.
• Demonstrated ability to analyse data and translate insights into practical business improvements.
• Experience with Zendesk or similar customer experience platforms.
• Excellent stakeholder management, communication and influencing skills.
• Commercially minded with the ability to balance customer needs with operational and business priorities.
• A proactive, resilient and customer-focused leader who enjoys driving positive change.

Why Join Us?

• Lead a function with significant influence across the business.
• Drive meaningful transformation through technology, automation and innovation.
• Work with passionate teams across Sales, Product, Supply Chain and Operations.
• Opportunity to shape the future customer experience strategy of a growing organisation.
• Join a business that values collaboration, accountability, innovation and putting customers first.

If you're an experienced customer experience leader who thrives on improving processes, developing teams and delivering outstanding customer outcomes, we'd love to hear from you.