Customer Experience Manager

IPD Group is a dynamic ASX listed, Australian owned business. We provide design, development and distribution of electrical products and technologies. Electrical hardware distribution with product assembly and workshop for customised solutions. Electrical vehicle charging hardware and infrastructure solutions, providing complete electrical engineering and service provider in high and low voltage projects. Having operated for 65 years we are trusted partner to our customers. 

We are looking for a dedicated and experienced professional to lead our Order Processing and Customer Service functions. The ideal candidate will have a strong background in operations and customer service, with the ability to oversee daily workflows, manage teams effectively, and ensure a high standard of service delivery. This role requires strong leadership, good analytical skills, and the ability to work closely with multiple teams to continuously improve processes and enhance the overall customer experience.

Core Responsibilities

• Oversee operations of order processing and customer service teams.
• Monitor and drive service levels, including response times, order accuracy, and resolution effectiveness.
• Implement and track key Customer Service and Order Processing metrics, to support follow-up actions for continuous improvement.
• Provide support with complex case management and order enquiries, when required.
• Assign tasks effectively to team members, ensuring compliance with company policies and operational standards.
• Support recruitment, onboarding, and training for a high-performing team.
• Fostering a positive and productive work environment among the team.
• Collaborate with the direct report managers to continuously improve Customer Satisfaction and operational efficiency.
• Support leadership coaching & personal development

Education and Experience

• Bachelor’s Degree or higher in Business, Marketing, Customer Service, or a related field.
• Minimum 15 years of experience in customer service or operations, preferably within BPO Sector.
• Strong knowledge of MS Office and CRM/order management systems.
• Sound understanding of operational procedures, workflows, and compliance requirements.
• Excellent communication and collaboration skills, able to work effectively across multiple business units.
• Strong people management skills, with a focus on coaching and developing high-performing teams.

What We Offer You

• An attractive remuneration package.
• A friendly and flexible work environment.
• A good work-life balance.
• Enhance your skills through direct involvement with international standards and practices.
• Gain international exposure through collaboration with experienced Australian teams.
• Opportunities for professional growth and development.