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! #J-18808-Ljbffr