CSC102 – Manager Customer Experience – Ongoing Full Time

Goulburn-Murray Water (GMW) is Australia’s largest rural water corporation responsible for storing, managing and delivering water across most of northern Victoria. GMW provides more than 39,000 services to about 25,000 customers in its operating region.

About the Role

Are you passionate about delivering exceptional customer service and driving service improvements? GMW is seeking a dynamic leader to head our Customer Experience team, championing innovation, quality, and the rollout of organisation-wide service initiatives.

This pivotal role leads of team of over 30 staff, with three direct reports, and oversees our Call Centre, Water Trading, and Land & Licensing functions. It offers a mix of strategic leadership, regulatory engagement, and operational delivery – ideal for someone who can bring structure and simplicity to complex challenges.

You’ll lead customer experience initiatives, simplify systems and processes, and represent the function at senior leadership forums. If you're ready to shape the future of customer experience at GMW, we’d love to hear from you.

What do you need?

A record of achievement in leading a customer facing team

Leadership and/or management experience

Degree or equivalent in appropriate field (Desired)

Knowledge of the water industry and Victorian Water Register (Desired)

Experience rolling out and/or optimising a Customer Relationship Management (CRM) system (Desired)

Benefits

Agile, inclusive and responsible culture is the foundation of our organisation where people are offered excellent opportunities to grow, learn and advance in their careers.

GMW are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.

GMW offer flexible working and are always open to discussing your individual needs so that you get to create your own experience with us.

Great time to join GMW and enjoy the relaxed regional lifestyle, career opportunities and growth.

For more information or to view the position description please visit our website.

Applications close on Sunday 10 August 2025. To apply for this role please complete the GMW application form provided on our careers page and email together with a copy of your current CV to [email protected].

GMW is an equal opportunity employer supporting diversity and inclusion in the workplace. GMW encourages people with diverse backgrounds, experience and perspectives to apply.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss reasonable adjustments to support you to take part in an interview, please contact: [email protected]