Customer Experience Manager

Morgan Consulting; Sydney; Presencial; AUD 120.000 - 160.000; Jornada completa

Descripción de la vacante

Morgan Consulting is partnering with a growing luxury and financial services business to appoint a Customer Experience Manager. You will lead a team of about 12 customer-facing professionals across onshore and offshore operations, guiding customers from enquiry through to conversion and policy issue.

This leadership role focuses on creating the environment, coaching and performance culture that enables your team to succeed, balancing commercial performance with customer outcomes, service quality

Formación

• Proven track record leading teams to achieve commercial and customer outcomes.
• Experience managing teams across multiple locations, including remote or offshore operations.
• Strong people leadership, coaching, and performance management.
• A customer-first mindset with strong commercial instincts.
• Excellent communication and stakeholder relationship skills.

Responsabilidades

• Lead and develop a high-performing onshore and offshore customer relations team
• Own new business revenue, conversion and customer acquisition performance
• Build a culture of accountability, engagement and continuous improvement
• Coach team members to improve sales capability, productivity and performance
• Set and maintain high customer experience standards across all channels
• Drive performance through clear KPIs, reporting, forecasting and regular performance rhythms
• Identify opportunities to improve customer journeys, processes, systems and ways of working
• Ensure service quality, process discipline and compliance standards are consistently maintained
• Partner with senior stakeholders to align revenue growth with customer and business outcomes
• Build capability within the team through structured coaching, feedback and development

Conocimientos

People leadership

Customer experience

KPIs & performance

Coaching

Cross-functional

Data-driven

Communication

Descripción del empleo

Are you an experienced people leader who knows how to turn exceptional customer experiences into strong commercial outcomes?

We are partnering with a highly specialised and growing business in the luxury and financial services space to appoint a Customer Experience Manager. This is a fantastic opportunity for a leader who thrives on developing people, building high-performing teams and creating customer experiences that drive sustainable growth.

Reporting to the Managing Director, you will lead a team of approximately 12 customer-facing professionals across onshore and offshore operations. The team is responsible for guiding customers from initial enquiry through to successful conversion and policy issue.

The Opportunity:

This is a leadership role first and foremost. You will not be expected to be the top individual salesperson. Your impact will come from creating the environment, structure, coaching and performance culture that enables your team to succeed. You will take ownership of new business performance while ensuring customers receive an exceptional experience across phone, email, SMS and chat. Working closely with senior stakeholders across the business, you will balance commercial performance, customer outcomes, service quality and compliance, helping the organisation continue to grow.

What you will be responsible for:

• Lead and develop a high-performing onshore and offshore customer relations team
• Own new business revenue, conversion and customer acquisition performance
• Build a culture of accountability, engagement and continuous improvement
• Coach team members to improve sales capability, productivity and performance
• Set and maintain high customer experience standards across all channels
• Drive performance through clear KPIs, reporting, forecasting and regular performance rhythms
• Identify opportunities to improve customer journeys, processes, systems and ways of working
• Ensure service quality, process discipline and compliance standards are consistently maintained
• Partner with senior stakeholders to align revenue growth with customer and business outcomes
• Build capability within the team through structured coaching, feedback and development

You will bring:

• A proven track record leading teams to achieve strong commercial and customer outcomes
• Experience managing teams across multiple locations, including remote or offshore operations
• Strong people leadership skills and the ability to build trust, engagement and accountability
• Genuine coaching capability, with a track record of improving individual and team performance
• Experience managing performance across conversion, productivity, quality and engagement
• Strong commercial acumen and confidence using data and KPIs to drive performance
• A customer-first mindset combined with strong commercial instincts
• Excellent communication and relationship-building skills
• A proactive, curious and continuous improvement mindset

This is an opportunity to join a growing specialist business where customer experience sits at the heart of the proposition.

You will have genuine influence over people, performance, culture and customer experience, with the opportunity to shape how a high-performing team operates as the business continues to grow.

The successful person will be someone who cares about both customers and colleagues.