Head of Customer Experience & Automation

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

Job summary

Griffon ANZ in Melbourne is seeking a dynamic Customer Experience Manager to lead our CX and Sales Support functions while driving continuous improvement, automation and customer-centric innovation across the business. Reporting to the Sales Director, this is a key leadership role responsible for shaping and delivering an exceptional customer experience across every touchpoint.

You will lead a high-performing team, champion service excellence and identify opportunities to improve processes,

Qualifications

• Proven leadership experience within Customer Service, Customer Experience or Sales Support environments.
• Strong understanding of customer service operations, service metrics and continuous improvement methodologies.
• Experience leading change, implementing new systems and driving adoption across teams.
• Demonstrated ability to analyse data and translate insights into practical business improvements.
• Experience with Zendesk or similar customer experience platforms.

Responsibilities

• Develop and execute customer experience strategies that improve service performance and customer satisfaction.
• Lead and develop the Customer Experience and Sales Support teams to deliver exceptional outcomes.
• Drive continuous improvement initiatives across customer-facing and operational processes.
• Identify and implement automation, AI and technology solutions that improve efficiency and customer outcomes.
• Analyse customer and operational data to generate actionable insights and support business decision-making.
• Collaborate closely with Sales, Product, Supply Chain, Operations and IT teams to align customer experience initiatives with business objectives.
• Establish clear performance metrics, coach team members and build a high-performance culture focused on accountability, collaboration and customer success.
• Act as the voice of the customer across the organisation.

Skills

Leadership

Customer-centric

Stakeholder management

Change leadership

Communication

Tools

Zendesk

Job description

Griffon ANZ in Melbourne is seeking a dynamic Customer Experience Manager to lead our CX and Sales Support functions while driving continuous improvement, automation and customer-centric innovation across the business. Reporting to the Sales Director, this is a key leadership role responsible for shaping and delivering an exceptional customer experience across every touchpoint.

You will lead a high-performing team, champion service excellence and identify opportunities to improve processes,