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Express Portables is one of Australia's leading suppliers of portable and modular buildings, delivering innovative housing, accommodation and lifestyle solutions nationwide.
From affordable housing and modular homes through to accommodation buildings and commercial projects, we're helping change the way Australians think about prefabricated construction.
Alongside Express Portables, our rapidly growing wellness division, Express Wellness, supplies premium saunas, ice baths and recovery products to customers across Australia.
With both brands continuing to expand, we're creating a brand-new Customer Experience & CRM Coordinator position to help elevate the way we communicate with, support and retain our customers.
This is an exciting opportunity to join a growing business where you'll have the ability to influence systems, processes and customer experiences from the ground up.
About the Role
This is not a traditional customer service position.
We are looking for someone who lives and breathes process and is passionate about delivering the best possible customer experience who enjoys building systems, improving processes, creating customer communications and helping deliver an exceptional customer journey from initial enquiry right through to project completion.
You'll take ownership of customer communication processes, CRM workflows, automations and customer lifecycle communications across both Express Portables and Express Wellness.
You'll help create a customer journey that is organised, professional and proactive from sale through to project completion, ensuring customers remain informed, engaged and supported every step of the way.
Rather than simply following existing procedures, you'll be encouraged to identify opportunities for improvement, implement new processes, streamline communication and help build a customer experience function that can scale with the business.
This role offers a unique combination of customer experience, CRM administration, email marketing, automation management, systems improvement and project coordination, making it ideal for someone who enjoys variety, responsibility and continuous improvement.
You will work closely with our Marketing Manager, Sales team and Operations to ensure our systems, communications and customer experience continue to improve as we grow.
Key Responsibilities
Customer Experience & CRM Management
Take ownership of the customer experience journey across Express Portables and Express Wellness.
Help design, implement and continuously improve customer communication processes and workflows.
Manage and maintain our CRM platform, customer databases and automated communication systems.
Build and maintain customer communication automations, workflows and lifecycle campaigns.
Assist with implementing and managing a customer ticketing and issue resolution system.
Coordinate after-sales service, warranty requests and customer support enquiries.
Provide customers with regular updates regarding approvals, manufacturing, delivery and project progress.
Monitor customer satisfaction and identify opportunities to improve customer outcomes.
Develop customer feedback processes, surveys and reporting systems.
Produce reports and insights that assist management with decision-making and process improvement.
Work closely with sales, operations, marketing and management to ensure a seamless customer experience.
Identify opportunities to automate repetitive customer communication and administrative tasks.
Marketing, CRM & Automation Support
Manage customer newsletters, EDM campaigns and automated email sequences.
Assist with audience segmentation and customer lifecycle marketing initiatives.
Build, maintain and optimise CRM automations and customer communication workflows.
Assist with customer retention and re-engagement campaigns.
Coordinate customer stories, testimonials, project updates and case studies.
Support campaign rollouts, product launches and promotional activities.
Work alongside the Marketing Manager to ensure customer-facing communications remain professional, accurate and consistent.
Conduct regular quality assurance reviews of website content, product information and customer-facing pages to ensure information remains accurate and aligned with supplier specifications and company offerings.
Identify opportunities to improve customer engagement, communication and retention through automation and marketing technology.
Assist with customer review generation and reputation management initiatives.
Support the implementation and ongoing improvement of customer communication systems and reporting dashboards.
Systems & Project Coordination
Manage and maintain project management platforms and workflows.
Assist with improving internal processes between sales, operations, customer service and marketing teams.
Help document processes, workflows and standard operating procedures.
Ensure customer information, project updates and communications remain organised and accurate across all systems.
Support management with reporting, tracking and process improvement initiatives.
Assist with the implementation of new systems, tools and technologies that improve business efficiency.
Skills & Experience
Previous experience in customer experience, CRM administration, marketing automation, project coordination, customer lifecycle marketing or a similar role.
Strong experience working with CRM platforms and customer communication systems.
Experience creating and managing email marketing campaigns, newsletters and automated customer journeys.
Experience with marketing automation, workflow creation and customer journey mapping.
Understanding of audience segmentation and targeted customer communications.
Experience using project management software, preferably Monday.com.
Strong organisational skills with exceptional attention to detail.
Excellent written and verbal communication skills.
Confidence implementing new systems, processes and automations.
Strong problem-solving skills and a continuous improvement mindset.
Ability to manage multiple projects and priorities simultaneously.
Experience reviewing websites and customer-facing content to ensure accuracy and consistency.
Ability to work collaboratively across multiple departments.
A proactive attitude and willingness to take ownership of outcomes.
Highly Regarded
Experience with Monday.com.
Experience with CRM platforms such as Zoho CRM, HubSpot or similar.
Experience with email marketing platforms and automation tools.
Experience with customer journey mapping and lifecycle marketing.
Experience within residential construction, modular housing, building approvals, property development or the construction industry.
What We Offer
* Competitive salary negotiated based on experience
* Full-time, office-based position on the Gold Coast
* Flexible start and finish times (Monday to Friday)
* Opportunity to build and shape a brand-new customer experience function from the ground up
* Diverse role with significant responsibility, autonomy and the ability to make a genuine impact
* Work directly with the leadership team in a fast-growing business
* Supportive and collaborative team environment
* Opportunity to work across two innovative and rapidly growing brands
* Long-term career growth opportunities as the business continues to expand
How to Apply
Please apply through Seek and include your resume together with a cover letter outlining your relevant experience.
Applications that explain why your background is suited to customer experience, CRM management and process improvement will be highly regarded.
Look us up!
Website: www.expressportables.com.au
Instagram:
Facebook: facebook.com/express.portables
TikTok: tiktok.com/@express_portables
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