Customer Excellence Manager
- Lead and develop the Customer Service team to deliver high performance and exceptional service standards within a retail setting.
- Oversee pricing governance, ensuring accuracy, consistency and alignment with margin targets.
- Drive end-to-end customer experience improvements through process optimisation and efficiency initiatives.
Job Description
Location: South Sydney
Salary Package: $150k + Super
Role Highlights: Senior leadership opportunity to take ownership of the full customer lifecycle across retail service delivery, pricing governance, training and structured quoting. This is a highly visible role with direct impact on customer retention, revenue growth and operational performance.
Role Overview
Reporting into senior leadership, the Customer Excellence Lead will lead the Customer Service function within a retail environment while overseeing pricing, quoting and customer training capabilities. On a daily basis, you will drive service performance, manage escalations and partner with Sales, Operations and Finance to ensure seamless delivery across all customer touchpoints. You will also take ownership of pricing governance and quoting accuracy to support both margin and growth objectives.
This role plays a critical part in shaping and optimising the end-to-end retail customer journey. You will lead continuous improvement initiatives, implement process enhancements and drive a customer-centric culture across the organisation. With a strong commercial lens, you will influence decision-making, improve customer satisfaction metrics and support long-term business performance.
Responsibilities
- Lead and develop the Customer Service team to deliver high performance and exceptional service standards within a retail setting
- Oversee pricing governance, ensuring accuracy, consistency and alignment with margin targets
- Manage structured quoting processes to ensure accuracy and commercial outcomes
- Drive end-to-end customer experience improvements through process optimisation and efficiency initiatives
- Partner with Sales, Operations and Finance to align customer strategy and deliver business outcomes
Candidate Profile
You are an experienced Customer Experience, Customer Service or Commercial Operations leader with a strong track record in driving service excellence and process improvement within a retail or customer-facing environment. You bring well-developed commercial acumen, including experience with pricing, margin management and structured quoting processes.
You are confident operating in a complex, matrix organisation and have the ability to influence stakeholders across Sales, Operations and Finance. With strong leadership capability, you have successfully developed high-performing teams and led change initiatives. Your communication skills, analytical mindset and customer-centric approach position you to thrive in a role that balances operational delivery with strategic impact.
Culture & Benefits
Join a well-established organisation that values collaboration, accountability and continuous improvement. This business offers a dynamic retail environment where you can make a tangible impact while developing your leadership capability.
- Lead a high-impact function with end-to-end ownership of the customer journey
- Work cross-functionally with senior stakeholders across the business
- Drive meaningful change through process, systems and customer strategy initiatives
Apply
If this sounds like you, please send your resume by clicking the "apply" link below. The reference number for this role is CZ72773. Please allow for 5 - 7 working days for us to process all applications. All applicants will hear back from us, either via email or a telephone call.
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