We’re seeking a strategic and people-focused Customer Experience Manager to join a leading food manufacturer based in Coburg North. In this newly created leadership role, you’ll be responsible for designing and delivering the end-to-end customer journey, leading a high-performing service team, and building strong partnerships across operations, supply chain, and customer accounts.

This role is ideal for someone who thrives on process improvement, understands the complexities of food manufacturing, and leads with emotional intelligence.

Key Responsibilities

The role is responsible for designing, implementing, and optimizing the customer journey to ensure satisfaction and loyalty. They analyse customer data, identify pain points, and develop strategies to improve all aspects of the customer experience. Provide leadership, guidance and training to the Customer Experience Team to ensure delivery of customer excellence.

Mandatory Must-Haves / Essential Requirements

Proven leadership experience managing and developing customer experience or similar teams.

Ability to recruit, train, and motivate staff effectively.

Experience designing and implementing customer experience strategies.

Strong project management skills with a track record of delivering on time and budget.

Excellent verbal and written communication skills to engage stakeholders.

Customer-focused problem-solving ability.

Proficient with computer systems and quick to learn new software.

Experience leading with emotional intelligence and managing challenging conversations.

Knowledge of continuous improvement methods (e.g., Lean).

Experience managing diverse teams.

Understanding of customer excellence principles.

Leadership & People Development

Lead, mentor and develop the Customer Experience team.

Provide coaching, training, and support to ensure the delivery of customer excellence.

Develop succession plans, KPIs, and performance frameworks.

Conduct regular team reviews, training sessions, and satisfaction surveys.

Customer Journey & Continuous Improvement

Design and implement strategies that enhance the overall customer experience.

Analyse customer data and pain points to drive service excellence.

Champion a culture of continuous improvement using Lean and other CI methodologies.

Define goals, metrics, and action plans to achieve service KPIs.

Stakeholder Engagement

Collaborate with key internal stakeholders including warehousing, QA, purchasing, Conga and MaxFoods.

Lead regular meetings with internal teams and customers to review service performance.

Ensure timely resolution of issues and foster cross-functional collaboration.

Process Management

Develop and maintain SOPs for all key customer service functions.

Oversee daily workflows and ensure accuracy of customer data and communications.

Regularly evaluate and refine service processes to improve efficiency.

Compliance & Safety

Ensure all activities comply with internal policies, industry standards, and legislative requirements.

Support OH&S initiatives and maintain a culture of safety awareness and accountability.

Pallet Management

Oversee correct pallet processes including docket completion and carrier acceptance.

Ensure alignment with pallet control procedures and zero rejection targets.

About You

Proven experience in a customer experience leadership role, preferably in food or FMCG environments.

Strong stakeholder management and project execution skills.

Sound knowledge of customer journey design and continuous improvement methodologies.

Confident communicator with strong problem-solving, negotiation, and team development skills.

Proficient with systems and adaptable to new technology platforms.

Emotionally intelligent and calm under pressure.

Experience managing cross-functional teams and training new staff.

This is a fantastic opportunity to own and shape the customer experience function in a business that’s committed to growth and innovation. If you're a capable leader looking to drive meaningful change, we’d love to hear from you.