CX Operations Leader: Governance & Improvement

Bunnings Group; Victoria; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Team discount at Bunnings and Wesfarm­

OnePass membership

Exclusive team member benefits

12 weeks paid parental leave

Festive gifts and cafe discounts

Traveling store opportunities

Job summary

Bunnings Group is seeking a CX Operations Manager to lead the CX Enablement team, owning governance, performance and continuous improvement of customer-facing capabilities. You will work across CX, Technology and operations to ensure platforms and processes meet customer and team needs.

You will connect insights to practical improvements, lead people, and shape a pipeline of continuous improvements with Product, Design and Technology partners. This role reports into CX Enablement.

Qualifications

• Experience in CX operations and governance.
• Proven leadership of cross-functional teams.
• Strong data-driven decision making and problem solving.
• CRM, service management, and process improvement experience.
• Experience with governance and operating models.

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 customer, productivity and business outcomes expected.
• Lead and develop a small team while building strong partnerships across Customer, Commercial, Technology and Operations.

Skills

CX operations

Operational leadership

CRM

Service management

Process improvement

Business transformation

Governance

Operating models

Stakeholder engagement

Communication

Data analysis

People leadership

Retail/Omnichannel

Lean / Six Sigma

Tools

Salesforce

Job description

Bunnings Group is seeking a CX Operations Manager to lead the CX Enablement team, owning governance, performance and continuous improvement of customer-facing capabilities. You will work across CX, Technology and operations to ensure platforms and processes meet customer and team needs.

You will connect insights to practical improvements, lead people, and shape a pipeline of continuous improvements with Product, Design and Technology partners. This role reports into CX Enablement.