Sharp & Carter is partnering with a purpose-driven organisation to appoint a Customer Experience Manager . - Five Dock, Sydney - Full-Time, Onsite - up to $120k Super This is a high-impact leadership role, responsible for overseeing a client services function and improving the end-to-end customer journey - from initial enquiry through to long-term retention. You will join the business at a pivotal time with the opportunity to shape processes, uplift performance, and drive meaningful outcomes for a loyal client base. Reporting into senior leadership, you will lead a Customer Services team of 14 , including 3 Team Leaders and 11 Consultants . You will take ownership of both the day-to-day operations and the ongoing improvement of the client experience. Key Responsibilities Lead daily operations across inbound and outbound enquiries Manage and develop 3 Team Leaders , supporting a broader team of 11 Drive performance across conversion, onboarding, and retention Implement and monitor KPIs to improve accountability and outcomes Coach, mentor, and uplift team capability in a hands-on environment Analyse performance data and deliver insights to leadership Identify and implement process improvements across the client journey Support CRM optimisation and future automation initiatives Manage escalations with empathy and professionalism About You You are an experienced contact centre or client services leader who thrives in a hands-on, fast-paced environment. You will bring: Proven experience leading multi-layered teams (Team Leaders frontline staff) Strong capability in coaching, performance management, and team engagement A data-driven mindset, with experience in reporting and operational insights Experience working with CRM systems and improving processes The ability to balance operational delivery with continuous improvement High emotional intelligence and a genuine commitment to client care What’s on Offer Leadership of a well-established and high-performing team A visible role with direct access to senior stakeholders Opportunity to shape and improve a critical function Strong team culture with a genuine focus on care and service Long-term growth within a stable, purpose-driven organisation If this is of interest, apply today!
