CX Operations Manager

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

Benefits offered by this job

Team discount at Bunnings

OnePass membership

12 weeks paid parental leave

Job summary

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

You’ll connect insights from data to practical improvements, lead a small team, and partner with Product, Design and Technology to build a pipeline of improvements that deliver tangible outcomes for customers and the business.

Qualifications

• Experience across CX operations, operational leadership, CRM, service management or business transformation.
• Strong governance, operating models and continuous improvement capabilities.
• Experience with CRM platforms and data-driven decision making.

Responsibilities

• Shape governance and operating rhythms for clear accountability in CX.
• Oversee health and performance of customer-facing capabilities, including CRM.
• Strengthen service management, escalation practices and issue resolution.
• Use performance and adoption insights to identify improvement opportunities.
• Root-cause recurring challenges and turn insights into sustainable solutions.
• Build and prioritise a continuous improvement pipeline with Product, Design and Tech.
• Track CX initiatives to deliver expected customer, productivity and business outcomes.
• Lead and develop a small team and partner with cross-functional teams.

Skills

CX operations

Operational leadership

CRM

Service management

Process improvement

Data analysis

Stakeholder engagement

Team development

Tools

Salesforce

Job description

Join us and experience Bunnings from the other side of the counter!What’s in it for you when you’re part of our team:Team discount at Bunnings and other Wesfarmers brands including Kmart, Target and Officeworks to name a fewFree standard OnePass membershipAccess to over 100+ exclusive team member benefits across health, shopping, travel and stay, wealth, work and leave12 weeks paid parental leave, regardless of genderFun stuff like annual festive gifts, discounted food and drinks at our Bunnings Cafe, and travelling store team member opportunitiesWe’re genuinely invested in your career and no matter where you start with us, that pathway is yours to buildAbout the roleAs our CX Operations Manager, you’ll join the CX Enablement team and take ownership of the operational performance, governance and continuous improvement of customer-facing capabilities. Working across CX, Technology and operational teams, you’ll help ensure our platforms, processes and ways of working continue to meet the needs of our customers and team.In this role you will have plenty of variety and influence. You’ll connect operational insights and performance data with real customer and team outcomes, turning what you learn into practical improvements. You’ll bring together people, processes, technology and insights to keep our CX capabilities performing at their best.What's involvedShape practical governance and operating rhythms that create clarity and accountabilityOversee the operational health and performance of customer-facing capabilities, including CRMStrengthen service management, support and escalation practices so issues are resolved effectivelyUse customer, adoption, utilisation and performance insights to identify opportunities for improvementGet to the root cause of recurring challenges and turn insights into sustainable solutionsBuild and prioritise a continuous improvement pipeline alongside Product, Design and Technology teamsTrack whether CX initiatives are delivering the customer, productivity and business outcomes expectedImprove knowledge, support practices and capability maturity across the businessLead and develop a small team while building strong partnerships across Customer, Commercial, Technology and OperationsWho we’re looking for:You’re someone who enjoys connecting the dots between customer experiences, technology and operational performance. You’re curious about why things happen, comfortable getting into the data, and focused on finding practical solutions that make things simpler and better.You can navigate competing priorities, influence decisions with evidence and keep things moving even when there isn’t an obvious answer. As a people leader, you create an environment where team members can contribute, learn and take ownership.You’ll needDemonstrated experience across areas such as CX operations, operational leadership, CRM, service management, process improvement or business transformationExperience developing governance and effective operating modelsStrong continuous improvement and structured problem-solving capabilityExperience working with CRM platforms, Salesforce is desirableExperience using performance, adoption, utilisation and customer measures to guide decisionsDemonstrated people leadership and team development experienceStrong stakeholder engagement, communication and influencing skillsA sound understanding of customer-facing processes and how operational performance affects the customer experienceExperience in retail, omnichannel or contact centre environments would be valuableLean, Six Sigma, continuous improvement, benefits realisation or service management experience would also be advantageousYou’ll be part of a workplace where you’ll feel like you belong.We love the diversity across our teams, brought together in an inclusive culture guided by our values. We welcome applications from individuals of all ages, cultural backgrounds, abilities, sexual orientations, and gender identities. We strongly encourage Aboriginal and Torres Strait Islander peoples to apply and join us in shaping a workplace that celebrates First Nations voices, perspectives, and contributions. Please note, you must be age 15 or over to apply for a role at Bunnings.We’re all about fairness at Bunnings, and our team’s here to support you every step of the way. If you need any adjustments, just let us know - we’re here to help. If you’ve got the experience, skills, and drive to grow - but don’t quite nail every part of the job description - we still want to hear from you. For support, contact us at [e-mail] .Bunnings reserves the right to close job advertisements at any time, so we encourage you to apply early. We do not accept unsolicited resumes from recruitment agencies, as we have a dedicated internal Talent Acquisition team managing all hiring processes.About UsBunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We're proud to support project builders, commercial tradespeople and the housing industry through our network of stores, trade centres, frame and truss sites and online.At Bunnings, our purpose is simple: we’re here to inspire people to have a red hot go! Whether that's backing our team to grow, supporting customers to take on new projects, or helping communities make a real difference. By joining our passionate and diverse team, you will be part of a culture that encourages you to roll up your sleeves and build something great together. If you’re ready to have a go, apply today.Please note if you are offered a role with us, background checks may be required. This can include police, employment, medical and qualification checks. If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.