Customer Experience Manager

William Adams; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Novated leasing

Purchased leave

Partner discounts (banking, health, &

Job summary

William Adams is seeking a seasoned Customer Experience Manager to lead and elevate our CX approach across the business. Based at our Clayton head office with travel to branches, you will drive the CX roadmap, embed initiatives, and turn insights into practical actions that improve customer interactions.

Ideal candidates bring extensive CX delivery experience, strong analytical skills, and the ability to influence stakeholders.

Qualifications

• Extensive CX experience with measurable outcomes.
• Ability to interpret customer and operational data to identify improvements.
• Solid understanding of marketing principles and customer behaviour.
• Proven experience leading change across functions and levels.
• Translate insights into practical actions to improve CX.
• Excellent communication and relationship-building skills.

Responsibilities

• Lead and implement the CX roadmap and initiatives with measurable improvements.
• Embed CX initiatives across the branch network and drive adoption.
• Analyze feedback, NLS results, and operational metrics to identify trends.
• Partner with Marketing, Digital, Sales and Operations to translate insights into actions.
• Design pragmatic CX initiatives that deliver meaningful improvements.
• Influence and train frontline teams to strengthen service standards.
• Maintain end-to-end customer journey maps to identify gaps and opportunities.
• Apply change management approaches to sustain initiatives.
• Recommend process and system improvements to simplify the journey.
• Promote CX across the business to build a customer-obsessed culture.

Skills

CX leadership

Data analysis

Marketing principles

Change management

Communication

Education

Degree in Marketing or Business

Job description

At William Adams, we have proudly partnered with our customers for 100 years. As the Caterpillar Dealer for Victoria and Tasmania, our success is built on strong relationships, deep industry expertise and an unwavering commitment to service excellence.

We have launched our 2030 strategic plan and Customer Experience (CX) is a key strategic focus area. Therefore, we are now seeking an experienced and driven Customer Experience Manager to lead and elevate our customer experience approach across the business.

ABOUT THE ROLE

This stand-alone role is suited to an experienced, commercially minded CX professional who can turn strategy into action. We are at the beginning of our CX journey, with an agreed roadmap focused on getting the fundamentals right.

You will lead and champion the implementation of our CX initiatives, improve the end-to-end customer journey and work across our branch network to embed practical, measurable change.

Based at our Head Office in Clayton, the role will involve regular travel across our branches to engage teams and understand customer interactions firsthand.

Your key responsibilities will include:

• Leading and implementing the agreed CX roadmap and initiatives, turning endorsed priorities into practical actions and measurable improvements across the business.
• Championing and embedding CX initiatives across our branch network, working with leaders and teams to drive adoption, remove barriers and ensure improvements are sustained in day-to-day customer interactions.
• Analysing customer feedback, NLS results, Customer Issues data and operational metrics to identify trends and root causes
• Partnering with Marketing, Digital, Sales and Operations to translate insights into practical actions that improve customer interactions
• Designing and implementing pragmatic foundational CX initiatives that drive meaningful improvements
• Influencing and training frontline teams to strengthen service standards and build a customer-first mindset
• Maintain our end-to-end customer journey maps to continue identifying gaps, friction points and improvement opportunities
• Applying effective change management approaches to ensure initiatives are adopted and sustained
• Recommending process and system improvements that simplify the customer journey and make it easier to do business with William Adams
• Promote CX across the business so as to support our focus on building a customer-obsessed culture

You will play a key part in strengthening how William Adams listens to customers, identifies improvement opportunities and embeds practical changes that improve both customer loyalty and business performance.

ABOUT YOU

You are an experienced CX professional who combines commercial thinking with practical delivery.

You bring:

• Extensive experience in CX, particularly delivering CX initiatives that drive measurable outcomes
• Strong analytical capability, with the ability to interpret customer and operational data to identify improvement opportunities
• A solid understanding of marketing principles and customer behaviour
• Proven experience leading change and influencing stakeholders across different functions and levels of the business
• The ability to translate insights into practical actions that improve the customer experience
• Excellent communication and relationship-building skills

• A degree in Marketing or Business is preferred

WHY JOIN US?

Working alongside an iconic brand is just one part of what makes a career with us rewarding. At William Adams our people, and their safety, genuinely matter. We foster a supportive and inclusive culture where people feel valued and take pride in the work they do.

We can offer you…

• A competitive salary package with annual salary and performance reviews
• Ongoing career and development opportunities
• Recognition and genuine appreciation through a variety of formal and informal programs
• Plus, a range of perks including novated leasing, purchased leave and partner discounts across banking, health insurance, and fitness

BEFORE YOU APPLY

As part of your application, you'll be asked to complete a short online Workplace Safety Assessment (approximately 9 minutes).

This assessment provides additional insight into safety-related behaviours and attitudes and forms part of your application. Your application will be considered once both your application and assessment have been submitted.