At William Adams, we have proudly partnered with our customers for over 100 years. As the Caterpillar Dealer for Victoria and Tasmania, our success is built on strong relationships, deep industry expertise and an unwavering commitment to service excellence. We are about to launch our 2030 strategic plan and Customer Experience (CX) is a key strategic focus area. Therefore we are now seeking an experienced and driven Customer Experience Manager to lead and elevate our customer experience approach across the business. About the Role This is a strategic, stand-alone role suited to an experienced and commercially minded CX professional with a track record of delivering customer experience improvements in complex organisations. You will shape and optimise the end-to-end customer journey, identifying practical opportunities to strengthen customer interactions and deliver measurable improvements. Success in this role will rely on your ability to influence, build trust across teams and bring people with you to embed meaningful change. This role is based at our Head Office in Clayton (Victoria) and will involve travel across our branch network to engage with teams, understand customer interactions firsthand and support the successful implementation of initiatives. Your key responsibilities will include: Leading end-to-end customer journey mapping to identify gaps, friction points and improvement opportunities Designing and implementing pragmatic CX initiatives that drive meaningful improvements Analysing customer feedback, NLS results, Customer Issues data and operational metrics to identify trends and root causes Partnering with Marketing, Digital, Sales and Operations to translate insights into practical actions that improve customer interactions Influencing and training frontline teams to strengthen service standards and build a customer-first mindset Applying effective change management approaches to ensure initiatives are adopted and sustained Recommending process and system improvements that simplify the customer journey and make it easier to do business with William Adams You will play a key part in strengthening how William Adams listens to customers, identifies improvement opportunities and embeds practical changes that improve both customer loyalty and business performance. About You You are an experienced CX professional who combines strategic thinking with practical delivery. You bring: Extensive experience in CX, including journey mapping and delivering CX initiatives that drive measurable outcomes Strong analytical capability, with the ability to interpret customer and operational data to identify improvement opportunities A solid understanding of marketing principles and customer behaviour Proven experience leading change and influencing stakeholders across different functions and levels of the business The ability to translate insights into practical actions that improve the customer experience Excellent communication and relationship-building skills A degree in Marketing or Business is preferred Why Join Us? At William Adams, our people and their safety, health and wellbeing genuinely matter. We foster a supportive and inclusive culture where people feel valued, supported and proud of the work they do. In return, we offer: A competitive salary package with annual salary and performance reviews Ongoing career and development opportunities Employee benefits including novated leasing and purchased leave Exclusive discounts through The Hub, with partnerships across 470 retailers, as well as offerings with banks, superannuation and gyms
