CX Operations Leader: Drive Customer Experience

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

Benefits offered by this job

Team discount

OnePass membership

Exclusive benefits across health, etc.

12 weeks parental leave

Festive gifts and staff events

Career development pathway

Job summary

Bunnings is seeking a CX Operations Manager to own the operational performance, governance and continuous improvement of customer-facing capabilities. You’ll collaborate with CX, Technology and operations teams to ensure platforms and processes meet customer and team needs.

You’ll connect insights to practical improvements, turning data into actions that enhance customer experience and business outcomes. This role involves leading a small team and building strong partnerships across departments.

Qualifications

• 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 with CRM platforms such as Salesforce is desirable.

Responsibilities

• Shape practical governance and operating rhythms that create clarity and accountability.
• Oversee the operational health and performance of customer-facing capabilities, including CRM.
• Strengthen service management, support and escalation practices so issues are resolved effectively.
• Use customer, adoption, utilisation and performance insights to identify opportunities for improvement.
• Get to the root cause of recurring challenges and turn insights into sustainable solutions.
• Build and prioritise a continuous improvement pipeline alongside Product, Design and Technology teams.
• Track whether CX initiatives are delivering the outcomes expected.
• Improve knowledge, support practices and capability maturity across the business.
• Lead and develop a small team while building strong partnerships across Customer, Commercial, Technology and Operations.

Skills

CX ops

Operational leadership

CRM

Service management

Process improvement

Governance

Operating models

Stakeholder engagement

People leadership

Retail/Omnichannel

Tools

Salesforce

Job description

Bunnings is seeking a CX Operations Manager to own the operational performance, governance and continuous improvement of customer-facing capabilities. You’ll collaborate with CX, Technology and operations teams to ensure platforms and processes meet customer and team needs.

You’ll connect insights to practical improvements, turning data into actions that enhance customer experience and business outcomes. This role involves leading a small team and building strong partnerships across departments.