Customer Experience Manager

GALE Pacific is looking for a Senior Customer Experience Manager to lead and elevate the customer journey across our growing multi-brand business.

In this role, you’ll develop strategies that build trust, credibility, and long-term loyalty while managing the day-to-day operations of a small but high-performing customer service team. It’s a great opportunity for a hands-on leader who thrives in a fast-paced, growing environment.

As part of the Brand Experience team, you’ll ensure our customer support aligns with brand messaging, product positioning, and marketing campaigns—delivering a seamless, on-brand experience at every touchpoint. You’ll also help shift our approach to a more proactive, personalized service model.

Collaboration is key, and you’ll work closely with teams across the business to turn customer insights into action—shaping product development, refining marketing strategies, and driving operational improvements.

The role:

• Develop and execute strategies to enhance customer satisfaction and loyalty.
• Advocate for customers, using feedback to improve products, services, and processes.
• Oversee daily customer service operations, including orders, returns, and inquiries across multiple channels.
• Lead, mentor, and manage the Americas customer service team, ensuring training and performance excellence.
• Collaborate with global teams to align service standards and provide seamless support across time zones.
• Serve as the primary escalation point for complex customer issues, ensuring timely resolution.
• Track and report key performance metrics (NPS, CSAT, response times, etc.).
• Optimize and administer customer service systems (Zendesk, Salesforce, D365, IVR, Live Chat).
• Partner with Sales, Operations, and Finance to ensure smooth order processing and billing.
• Identify and implement process improvements and automation for efficiency.
• Keep customer portals updated with accurate order status, inventory, and returns.
• Promote a customer-first mindset across the organization, using data to drive continuous improvement.

The successful candidate should have:

• Prior experience in a similar customer service leadership role
• Strong leadership and coaching skills
• Hands-on expertise with Zendesk, Salesforce, D365, and IVR systems
• In-depth knowledge of order management, inventory tracking, returns, and warranties
• Skilled in analyzing customer feedback and performance data
• Strong problem-solving abilities
• Collaborative mindset
• Excellent communication and advocacy skills
• Experience supporting both B2B and B2C customers across various sales channels
• Comfortable balancing hands-on operations, team leadership, and strategy development

Benefits & Culture:

• GALE Safe - Focused safety culture and practices
• Supportive leadership and connected team environment
• Opportunities for professional learning and development
• Flexible working supported
• Access to comprehensive Employee Assistance Program (EAP) and Wellbeing support
• Novated Leasing
• Staff product discounts

About GALE Pacific:

GALE Pacific is a public company (ASX: GAP) and employs over 600 people around the globe, operating in Australia, China, the United States, Europe and the Middle East. The opportunities for growth are endless.

GALE Pacific has grown from its base in high quality polymer shade fabrics to be a marketer of products that enhance your home lifestyle and deliver smart and practical solutions across a broad range of domestic and commercial applications.

GALE Pacific is an equal opportunity employer. All employment is decided on the basis of qualifications, merit and business need, not personal or protected attributes. We welcome applications from all cultural backgrounds and experiences. Please advise our team if you require assistance throughout the recruitment process.

As part of our recruitment process, candidates may be asked to complete online psychometric testing, medical assessments (including Alcohol & Other Drug) and onsite / virtual interviews.