Group Customer Experience Leader

Capital Group; City of Brisbane; On-site; AUD 110,000 - 140,000; Full time

Job summary

Capital Transport and Logistics Group Pty Ltd is seeking a Group Customer Experience Manager to lead the Customer Experience Department in Brisbane. You will oversee daily operations, ensure calls and bookings meet national KPI timeframes, and provide leadership to improve client retention.

The role requires strategic thinking, policy adherence, and cross-department collaboration. You will stay aligned with company policies, train staff on SOPs, and drive improvements across manual handling,

Qualifications

• Experience leading customer experience teams and implementing service standards.
• Ability to translate customer insights into process improvements.
• Strong stakeholder management across internal and external partners.

Responsibilities

• Lead the Customer Experience Department to meet national KPI timeframes.
• Coach staff on SOPs, safety, and compliance across policies.
• Oversee bookings, client inquiries, and service delivery to minimize attrition.
• Ensure training and performance management of the team.
• Collaborate with internal departments to optimise customer journeys.

Skills

Leadership

Customer Experience

Strategic Planning

Team Management

Tools

CRM systems

TMS

Job description

Capital Transport and Logistics Group Pty Ltd is seeking a Group Customer Experience Manager to lead the Customer Experience Department in Brisbane. You will oversee daily operations, ensure calls and bookings meet national KPI timeframes, and provide leadership to improve client retention.

The role requires strategic thinking, policy adherence, and cross-department collaboration. You will stay aligned with company policies, train staff on SOPs, and drive improvements across manual handling,