Head Of Customer Experience

Head Of Customer Experience

AYVA Packaging is a proudly Australian-owned and operated company, specialising in the manufacture and supply of premium plastic packaging solutions—including pails, barrels, cartridges, and closures. Our commitment to people, customers, and the environment is at the heart of everything we do. With cutting-edge technology and sustainable manufacturing practices, we deliver innovative, 100% recyclable packaging tailored to our clients' needs. Guided by strong family values, we foster a collaborative and enthusiastic workplace culture.

We are seeking a dynamic and commercially driven Head of Customer Experience to join our Sydney team. This senior leadership role is pivotal in shaping and executing our customer strategy, driving revenue growth, and ensuring an exceptional end-to-end customer journey. Reporting directly to the Managing Director, you will lead a team of four and work cross-functionally with production, sales, and national accounts to deliver outstanding results.

Key Responsibilities

• Develop and execute a customer experience strategy aligned with business objectives
• Lead and mentor a high-performing team of Account Managers and Customer Service professionals
• Leverage data insights to drive revenue, margin growth, and continuous improvement
• Build and maintain strong relationships with senior client stakeholders to ensure retention and satisfaction
• Collaborate with internal departments to enhance customer outcomes and streamline processes
• Oversee performance development, including annual appraisals and career progression planning
• Continuously review and improve customer service systems and processes

What You'll Bring

• Bachelor's degree in Business, Management, or a related field
• 8+ years' experience in sales or customer experience, with at least 3 years in a senior leadership role
• Proven success in B2B manufacturing environments
• Strong commercial acumen and a track record of achieving revenue targets
• Expertise in CRM platforms and data-driven decision-making
• Demonstrated ability to lead, inspire, and develop high-performing teams
• Excellent stakeholder engagement and communication skills
• Knowledge of packaging or manufacturing workflows is advantageous

Why Join Us?

• Competitive remuneration package
• Strategic leadership role with direct impact on business growth
• Collaborative and values-driven culture
• Opportunity to shape the future of customer experience in a growing company