Customer Experience Manager
Adair Evacuation Consultants
📍 Tuggerah, NSW | Full Time (Monday – Friday)
Together, we make greatness happen.
Adair Evacuation Consultants is a specialist training and compliance organisation dedicated to life safety. We don't just \"tick boxes\"—we ensure that every workplace we touch is prepared, compliant, and safe. We are looking for a high-energy, detail-oriented Customer Experience Manager to join our team at Tuggerah and lead our mission to deliver world-class service in the fire and evacuation training industry.
About the Role
As our Customer Experience Manager, you are the heartbeat of the business. You will oversee the end-to-end client journey, ensuring that our training programs and compliance services are delivered with precision and impact.
This role is a unique blend of operational leadership, high-level client management, and business growth. You will be responsible for managing our Philippine-based support team, ensuring they hit their marks, while you focus on high-level stakeholder engagement and identifying new opportunities to help our clients stay safe and compliant.
Key Responsibilities
* Customer Journey Ownership: Oversee and elevate every touchpoint of the customer experience to ensure absolute satisfaction.
* Operational Leadership: Manage and mentor our talented offshore operations team in the Philippines to ensure seamless support.
* Business Development: Proactively identify new business opportunities and drive sales growth through existing and new client relationships.
* The Escalation Expert: Serve as the primary point of contact for complex customer enquiries or issues, resolving them with professionalism and speed.
* Compliance & Quality: Rigorously ensure all training and documentation meet strict industry standards and Australian regulations.
* Tender & C-Suite Engagement: Attend critical tender meetings and quarterly reviews, presenting outcomes and compliance data to internal and external C-Suite executives.
* Quote Management: Ensure all quotations are generated and sent in a timely, accurate manner to keep the sales pipeline moving.
About You
You are a \"completer-finisher\" who loves high standards. You understand that in a training and compliance business, the details matter.
You will bring:
* Experience: A strong background in Operations Management, Training (RTO), or Customer Experience (Fire/Compliance industry experience is a massive plus).
* Leadership: Proven ability to manage teams, especially remote/offshore staff, and drive performance.
* Communication: Exceptional presentation skills—you are comfortable presenting data and insights to CEOs and Board Members.
* Sales Mindset: A natural ability to spot an opportunity and turn a conversation into a business outcome.
* Compliance Focus: A meticulous eye for detail and a commitment to maintaining rigorous training standards.
* Vibe: You bring energy, a proactive attitude, and a belief that together, we make greatness happen.
Why Adair?
* Stability: A permanent, full-time role (Monday to Friday) based in our Tuggerah office.
* Impact: You aren't just a number; you are a key leader in a company that saves lives through education.
* Culture: We work hard, we play hard, and we support each other every step of the way.
Apply Now
If you have the experience, the drive, and the passion to lead our customer experience, click apply now and tell us why you’re the perfect fit for Adair.