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Our simple promise is to create bold and beautiful homes that stand the test of time. Rooted in the core belief of intergenerational design and construction, our designs not only embody enduring charm but also add lasting value to dream homes.
Our architecturally distinctive approach transforms dreams into reality, infusing every project with a bold and beautiful design. Instead of settling for the conventional, we've reshaped the norm by keeping critical functions in-house, seamlessly managed by our veteran team. Our A-team of collaborators brings shared know-how, creating a streamlined, flexible, and creative process. Seamlessly integrated, we blend design and construction for a client journey that's both smooth and extraordinary, resulting in homes that are stunning and structurally sound.
Glenvill Homes, has been at the forefront of Australian residential design for over six decades and we are proud to be Australia's most awarded builder.
About the Role
Reporting to the Group Operations Manager - Housing, the National Customer Experience Manager will be responsible for developing and leading the company's customer experience strategy across all regions and operational teams.
You will partner closely with Operations, Sales, Construction, Systems, and Customer Support teams to ensure a consistent, high-quality customer journey from pre-construction through to build completion and post-handover support.
This role will play a key part in improving customer engagement, implementing customer-focused systems and processes, managing complaint resolution frameworks, and embedding a customer-first culture across the organisation.
Reporting to the Group Operations Manager your role will include;
Customer Experience Strategy
Develop and implement a national customer experience strategy aligned with company growth and operational objectives.
Map and continuously improve the end-to-end customer journey across all stages of the building lifecycle.
Establish customer experience standards and service benchmarks across all regions.
Develop consistent communication frameworks across pre-construction, construction, and handover phases.
Implement tools and platforms that improve customer visibility and engagement throughout their build journey.
Ensure customers receive proactive updates, clear expectations, and timely responses.
Glenvill Homes
Our simple promise is to create bold and beautiful homes that stand the test of time. Rooted in the core belief of intergenerational design and construction, our designs not only embody enduring charm but also add lasting value to dream homes.
Our architecturally distinctive approach transforms dreams into reality, infusing every project with a bold and beautiful design. Instead of settling for the conventional, we've reshaped the norm by keeping critical functions in-house, seamlessly managed by our veteran team. Our A-team of collaborators brings shared know-how, creating a streamlined, flexible, and creative process. Seamlessly integrated, we blend design and construction for a client journey that's both smooth and extraordinary, resulting in homes that are stunning and structurally sound.
Glenvill Homes, has been at the forefront of Australian residential design for over six decades and we are proud to be Australia's most awarded builder.
About the Role
Reporting to the Group Operations Manager - Housing, the National Customer Experience Manager will be responsible for developing and leading the company's customer experience strategy across all regions and operational teams.
You will partner closely with Operations, Sales, Construction, Systems, and Customer Support teams to ensure a consistent, high-quality customer journey from pre-construction through to build completion and post-handover support.
This role will play a key part in improving customer engagement, implementing customer-focused systems and processes, managing complaint resolution frameworks, and embedding a customer-first culture across the organisation.
Reporting to the Group Operations Manager your role will include;
Customer Experience Strategy
* Develop and implement a national customer experience strategy aligned with company growth and operational objectives.
* Map and continuously improve the end-to-end customer journey across all stages of the building lifecycle.
* Establish customer experience standards and service benchmarks across all regions.
Customer Communication & Engagement
* Develop consistent communication frameworks across pre-construction, construction, and handover phases.
* Implement tools and platforms that improve customer visibility and engagement throughout their build journey.
* Ensure customers receive proactive updates, clear expectations, and timely responses.
Customer Feedback & Insights
* Design and manage customer feedback programs including surveys, NPS, and post-handover reviews.
* Analyse customer feedback trends to identify opportunities for operational improvement.
* Provide insights and recommendations to senior leadership based on customer data and trends.
Complaint Resolution & Escalation Management
* Establish and manage a national framework for customer complaints and escalations.
* Support operational teams in resolving complex or high-risk customer matters.
* Ensure customer concerns are addressed fairly, efficiently, and in line with company standards.
Operational Collaboration
* Partner closely with Building Managers, Customer Support teams, and Regional Operations teams to drive service excellence.
* Identify and implement operational process improvements that positively impact customer outcomes.
* Advocate for the customer in operational decision-making.
Leadership & Capability Development
* Lead, mentor, and support regional customer experience teams where applicable.
* Develop training initiatives to build customer service capability across operational teams.
* Foster and promote a customer-first culture across the organisation.
Systems & Process Improvement
* Identify and implement digital tools and systems to improve customer engagement and tracking.
* Standardise customer communication processes and service documentation nationally.
* Support the integration of customer experience metrics into operational reporting.
About You
Essential Skills & Experience
* 5+ years' experience in customer experience, customer operations, or service leadership roles.
* Strong understanding of customer journey design and continuous improvement methodologies.
* Proven experience managing cross-functional initiatives across multiple regions or business units.
* Exceptional stakeholder engagement and communication skills.
* Experience managing customer complaints, escalations, and resolution frameworks.
Desirable Experience
* Experience within residential construction, property development, or related operational industries.
* Experience implementing CRM systems or customer experience platforms.
* Knowledge of residential construction lifecycle processes.
* Experience leading national or multi-regional teams.
Key Competencies
* Customer-centric mindset
* Strategic thinking and problem-solving capability
* Strong influencing and stakeholder management skills
* Data-driven decision-making
* Process improvement focus
* Leadership and team development capability
Benefits and perks
Genuinely warm, the culture is focused around treating our people, suppliers and customers with care. Generous remuneration package along with ample opportunities for professional development to support long term career growth. In addition, we are located in Bourke Street - Docklands, featuring state of the art facilities and modern working environment. Conveniently located close to public transport and offering a range of other amenities, to take your career to the next level whilst enjoying a fantastic work-life balance.
To Apply:
If this sounds like you, then please get in touch by clicking 'apply now' to send a copy of your application.
Please note :- only candidates who have addressed the requirements within their brief cover letter as per the criteria and have full working rights can be considered for this position.
Confidentiality assured.
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Your application will include the following questions:
How many years' experience do you have as a Customer Experience Manager? How many years' experience do you have in a Customer Service Role? Do you have experience working towards targets and KPIs? Which of the following statements best describes your right to work in Australia? Do you have a current Australian driver's licence?
Our simple promise is to create bold and beautiful homes that stand the test of time. Rooted in the core belief of intergenerational design and construction, our designs not only embody enduring charm but also add lasting value to dream homes.
Our reputation for innovation derives as much from our approach to creating, as it does our creativity. Ever curious, always questioning, forever open-minded, we collaborate widely and often, exposing ourselves to the works and ideas of makers, thinkers and disrupters from allied and disparate professions alike.
Our simple promise is to create bold and beautiful homes that stand the test of time. Rooted in the core belief of intergenerational design and construction, our designs not only embody enduring charm but also add lasting value to dream homes.
Our reputation for innovation derives as much from our approach to creating, as it does our creativity. Ever curious, always questioning, forever open-minded, we collaborate widely and often, exposing ourselves to the works and ideas of makers, thinkers and disrupters from allied and disparate professions alike.
What can I earn as a Customer Experience Manager
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