CX Operations Lead - Drive Customer Excellence & Growth

Bunnings; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Team discount

OnePass membership

Parental leave (12 weeks)

Exclusive benefits across health, etc.

Store team member opportunities

Job summary

Bunnings is seeking a CX Operations Manager in Melbourne to own operational performance and governance of customer-facing capabilities. You will link insights to practical improvements across CX, Technology and operations, shaping a continuous improvement roadmap.

You’ll lead people, processes and technology to keep CX capabilities at peak, collaborating with Product, Design and Technology teams to deliver measurable outcomes.

Qualifications

• Demonstrated experience across CX operations, operational leadership, CRM, service management, process improvement or business transformation.
• Experience developing governance and effective operating models.
• Strong continuous improvement and structured problem-solving capability.
• Experience working with CRM platforms; Salesforce is desirable.
• Experience using performance, adoption, utilisation and customer measures to guide decisions.
• Demonstrated people leadership and team development experience.

Responsibilities

• Shape governance and operating rhythms that create clarity and accountability.
• Oversee the health and performance of customer-facing capabilities, including CRM.
• Strengthen service management, support and escalation practices.
• Use insights to identify opportunities for improvement and turn them into actions.
• Root-cause recurring challenges and deliver sustainable solutions.
• Build and prioritise a continuous improvement pipeline with Product, Design and Technology.
• Track CX initiatives against expected customer, productivity and business outcomes.
• Improve knowledge, support practices and capability maturity across the business.
• Lead and develop a small team and build partnerships across functions.

Skills

CX operations

Operational leadership

CRM

Service management

Process improvement

Business transformation

Governance

Operating models

Continuous improvement

Problem solving

Performance measures

Stakeholder engagement

Communication

Customer-facing processes

Retail / omnichannel

Lean / Six Sigma

Tools

Salesforce

Job description

Bunnings is seeking a CX Operations Manager in Melbourne to own operational performance and governance of customer-facing capabilities. You will link insights to practical improvements across CX, Technology and operations, shaping a continuous improvement roadmap.

You’ll lead people, processes and technology to keep CX capabilities at peak, collaborating with Product, Design and Technology teams to deliver measurable outcomes.