Senior Customer Experience & Service Leader (B2B/B2C)

seek.com.au; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Seek is seeking an experienced Customer Service & Experience Manager to lead a large, multi-functional customer-facing team supporting both B2B and B2C customers in Sydney.

This hands-on leadership role focuses on bringing together people, customer experience and data to drive service outcomes across a diverse customer base. You will develop leaders and balance competing priorities while driving improvements with data-driven insights.

Qualifications

• Experience leading a sizeable customer service or customer-facing team.
• Experience managing through team leaders or other senior team members.
• Strong people leadership, coaching and performance management skills.
• Experience working across B2B and B2C customer environments.
• Strong Microsoft Excel skills and confidence working with large or complex data sets.
• Well-developed analytical skills with the ability to interpret data, identify trends and turn findings into action.

Responsibilities

• Lead, coach and develop a large, multi-functional customer service team.
• Develop team leaders and build capability and accountability across the wider function.
• Drive a consistently high standard of service across both B2B and B2C customers.
• Support the effective servicing of key commercial and major customer accounts.
• Manage competing priorities across a complex, high-volume customer environment.
• Monitor customer service levels, workload, productivity and performance.
• Analyse customer and performance data to identify trends, issues and opportunities.
• Develop and maintain meaningful reporting to support decision-making.
• Use customer insights and data to drive practical improvements.
• Identify opportunities to improve processes, workflows and efficiency.
• Manage complex or escalated customer matters when required.
• Partner closely with Sales and other areas of the business to improve the end-to-end customer experience.
• Support systems, process and continuous improvement initiatives.
• Build an engaged, accountable and customer-focused team culture.

Skills

Leadership

People management

Data analysis

Excel

B2B/B2C experience

KPIs

Tools

Excel

Job description

Seek is seeking an experienced Customer Service & Experience Manager to lead a large, multi-functional customer-facing team supporting both B2B and B2C customers in Sydney.

This hands-on leadership role focuses on bringing together people, customer experience and data to drive service outcomes across a diverse customer base. You will develop leaders and balance competing priorities while driving improvements with data-driven insights.