About the Role
The Client Xperience Manager (CXM) is a cross-functional role sitting at the intersection of operations, technology, and client strategy. You will own the end-to-end client experience at Sparrow XPL — from the day-to-day performance of the support team through to the design of workflows, the help guide and develop of our TwinShip platform, and the strategic shaping of how we create and communicate value for clients.
This is not a traditional customer service role. It requires someone who thinks in systems, leads with data, and cares deeply about the quality of every client touchpoint.
What we need from our CXM
Client Support Leadership
* Lead and develop the client support team, setting clear standards for responsiveness, resolution quality, and client communication
* Own the escalation framework and automation engine — ensuring cases are triaged, tracked, and closed with appropriate urgency and follow-through
* Monitor team performance against SLAs and drive continuous improvement
Workflow Design & Process Ownership
* Design, document, and iterate on operational workflows across the client journey — from onboarding through to ongoing account management and issue resolution
* Identify friction points and work cross-functionally with operations and carriers to eliminate them
* Build playbooks and SOPs that scale with the business
TwinShip Platform Ownership
* Serve as the internal product owner for TwinShip — driving adoption, configuring escalation groups, managing user access, and surfacing platform capability to clients
* Work closely with the TwinShip team to communicate client and operational insights that inform product development
* Lead client onboarding onto the platform and ensure users are trained and engaged
Client Experience Strategy
* Contribute to the design of Sparrow's client experience offering — including QBR formats, reporting cadences, and how we package and present performance insights
* Develop and maintain client supply chain strategies in collaboration with account management
* Help build the narrative around what Sparrow delivers beyond freight — the intelligence, visibility, and partnership layer that differentiates us
Insights & Reporting
* Use TwinShip data to identify trends, surface risks, and generate proactive communication to clients
* Track and report on CX metrics — CSAT, escalation rates, delivery performance, and platform engagement — and translate them into action
What You'll Bring
* Experience in a client-facing logistics, operations, or tech-enabled environment
* A track record of building or improving client support functions — not just managing them
* Strong process thinking — you document, you iterate, you build for scale
* Comfort with technology platforms and willingness to go deep on a product
* Clear, confident communication — written and verbal — with both clients and internal stakeholders
* The ability to hold the detail and the strategy at the same time
Remuneration
$80,000 – $90,000 + superannuation, dependent on experience. You must have full working rights in Australia to be considered for this role.