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Customer Experience ManagerWatts Water Technologies · Sydney, New South Wales, Australia
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Watts Water Technologies

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Customer Experience Manager

🗓️ Posted 2026-08-31 Sydney, New South Wales, Australia Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market A$8,333–A$11,667/mo

About the Company

The Customer Experience Manager is responsible for leading and optimising the end-to-end customer journey across service delivery, training, pricing integrity, and project quoting. This role ensures a seamless, efficient, and value-driven customer experience while supporting sales growth, margin optimisation, and operational excellence. The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance. Principal Responsibilities And Duties Customer Service Leadership Provide clear direction, coaching and performance management to direct reports. Build capability across customer-facing teams. Foster a high-performance, collaborative and customer-centric culture. Support workforce planning and resource allocation.

Requirements

  • ● Business related tertiary qualification
  • ● Proven leadership experience in Customer Service, Commercial Operations or Customer Experience.
  • ● Strong commercial acumen including pricing and margin management.
  • ● Experience in project quoting, tender preparation or estimating.
  • ● Demonstrated ability to improve processes and lead change initiatives.
  • ● Excellent stakeholder management and communication skills.
  • ● Experience in technical, industrial, B2B or project-based environments.
  • ● Exposure to ERP/CRM systems.
  • ● Experience managing cross-functional teams.
  • ● Computer literacy in Word, PowerPoint, Excel etc.
  • ● Able to demonstrate high level of decision making skills
  • ● Able to demonstrate self-management skills
  • ● Excellent time management skills
  • ● High level of communication and presentation skills
  • ● Organised and systemic thinking skills
  • ● Comfortable working in a large organization with a matrix organizational structure
  • ● Have a 'can do' attitude and mentality
  • ● Effective communication skills at all levels
  • ● Demonstrates appropriate professional workplace behaviour that are in line with the company values, policies and procedures
  • ● Customer Service, Projects, Pricing and Training Team Members
  • ● Mixed office and warehouse environment