Head Of Customer Experience | Global Role | Architectural Hardware | Adelaide

Head Of Customer Experience | Global Role | Architectural Hardware | Adelaide

Are you a visionary leader with a passion for creating world-class customer experiences? This is a rare opportunity to join a rapidly expanding, innovative company at a pivotal time of transformation and growth.

We are seeking an exceptional Head of Customer Experience to lead a newly formed, global, multi-functional team. In this critical leadership role, you’ll be responsible for delivering a seamless, high-quality customer journey — from first enquiry, through service delivery, technical support, and post-sale retention.

You’ll drive strategic initiatives, transform systems and processes, and embed a customer-first culture that fuels business growth across international markets. Leading both the Customer Service + Inbound Sales team and the Sales Enablement + Technical Support team, you will play a vital role in empowering partners and customers, enhancing operational performance, and strengthening commercial success.

The Company

Our client is a family-owned, design-led manufacturing business with decades of success across the architectural building products industry. With an impressive product portfolio, they are widely respected in both local and global design markets. They have strong foundations in Australia & New Zealand as well as market share in the USA.

Their products are sold through a trusted network of distributors and resellers and are frequently specified by leading architects and designers. With strong executive support and industry renowned products, this is a business poised for strategic growth.

This role offers the unique opportunity to:

• Build and execute a global customer experience strategy.
• Lead a team at the forefront of service, technical support, and inbound sales operations.
• Implement innovative systems and processes to scale operations.
• Be a key voice at the leadership table, influencing product, sales, and marketing strategies.
• Champion a customer-centric mindset across every touchpoint of the business.

Key Responsibilities:

• Drive service excellence and inbound sales growth across international markets.
• Manage and enhance service KPIs including CSAT, NPS, response and resolution rates.
• Implement scalable support systems and cutting-edge technologies, including CRM, ticketing, and automation solutions.
• Act as the voice of the customer, collaborating closely with Sales, Product, Marketing, and Operations teams.
• Build a high-performance, global team culture focused on growth, accountability, and continuous improvement.
• Lead major transformation initiatives, driving process optimisation and operational excellence.

Who We're Looking For:

• A proven leader of global customer experience teams, with a commercial and customer-first mindset.
• A strategic thinker and operational driver with strong change management experience.
• Expertise in CRM, support systems, analytics, and emerging AI-enabled technologies.
• Outstanding collaboration, communication, and leadership skills, with experience influencing executive stakeholders.
• Someone passionate about building teams, scaling service functions, and driving continuous innovation.

Highly Regarded:

• Experience within Architectural, Design, Building Materials, or related sectors.
• Familiarity with NetSuite and Zendesk platforms.
• Previous experience implementing automation-enabled service solutions.

Why Apply?

• Career-Defining Opportunity – Step into a senior leadership role where you'll shape the future of the global customer experience function in a business undergoing major international growth.
• Executive-Level Influence – Work alongside a forward-thinking executive team that values innovation, customer-centricity, and long-term vision.
• Competitive Package – Receive a highly competitive executive salary plus performance-based incentives.
• Global Scope, Local Support – Operate at an international level while being supported by a collaborative, Adelaide-based leadership team.
• Flexible Working – Enjoy hybrid work arrangements that support both collaboration and balance.
• Make a Lasting Impact – Lead transformation initiatives that will directly influence customer success, loyalty, and commercial growth across multiple markets.

If you're a strategic sales leader ready to make your mark on a growing global business, we want to hear from you. Submit your resume and a brief cover letter to express your interest.

For a confidential discussion, contact Ashton Miller on 0478 156 151 or [emailprotected] .

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