Customer Experience Manager

Lead the customer experience. Build high-performing teams. Drive operational excellence.

Location: Western Suburbs (Hoppers Crossing head office) VIC
Employment Type: Full-Time | Permanent

At All Purpose Pumps (APP), we're more than a pump supplier. We're a trusted Australian partner delivering innovative pumping solutions that keep industries, businesses and communities moving.

As we continue to grow, we're seeking an experienced Customer Experience Manager to lead and elevate the service our customers receive across every administrative touchpoint of their journey.

This is an exciting leadership opportunity for someone who is passionate about customer excellence, team development, process improvement, and creating seamless customer experiences from first enquiry through to service and aftercare.

Why Join All Purpose Pumps?

At APP, our people are at the centre of our success. We offer:

• A key leadership role within a growing Australian business
• The opportunity to shape and improve the customer experience across the organisation
• A collaborative and supportive leadership team
• A modern workplace based in Hoppers Crossing
• Career development and growth opportunities
• The chance to lead meaningful change and continuous improvement initiatives
• A business that values accountability, teamwork and customer focus

About the Role

Reporting to the Service Business Unit Manager, you will lead both our Sales Administration and Aftercare & Service Administration teams, bringing them together as a unified customer-focused function.

You will be responsible for ensuring customers receive fast, accurate and responsive support regardless of how they engage with APP.

This role combines leadership, operations, customer experience, and continuous improvement, making it ideal for someone who enjoys both strategic thinking and hands-on team leadership.

Key Responsibilities

1. Customer Experience Leadership
2. Team Leadership and Development
3. Operational Excellence
4. Continuous Improvement

What Success Looks Like

In your first 12 months, you'll help us achieve:

• Improved customer satisfaction and customer experience outcomes
• Faster response and resolution times
• Greater visibility of customer enquiries and requests
• More efficient order, service and aftercare processes
• Stronger collaboration between sales, service and operational teams
• A high-performing customer experience function that supports APP's continued growth.

Apply now through SEEK and join a business where your leadership can make a genuine impact.

Shortlisted Candidates will hear directly from our People & Culture Team before applications close on the 26th August.