State Customer Experience Manager - VIC

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

Lead the Customer Journey. Influence Business Performance. Create Exceptional Experiences.

We're looking for an experienced and customer-focused leader to join our team as State Customer Experience Manager - VIC.

This is a pivotal leadership role responsible for delivering an exceptional customer journey across our Victorian business. Working closely with Sales, Pre-Construction, Construction, and Operational leaders, you will ensure customers receive proactive communication, outstanding support, and a seamless experience from contract signing through to handover.

You will play a key role in strengthening our customer-first culture, improving customer advocacy, protecting our brand reputation, and driving continuous improvement across the business. You will lead the Victorian Customer Experience function, ensuring every customer interaction reflects our commitment to service excellence.

You will be responsible for driving customer satisfaction, managing complex customer matters, improving operational collaboration, and developing a high-performing team focused on delivering outstanding customer outcomes.

Key Responsibilities

Customer Experience Leadership

• Lead and implement the customer experience strategy across Victoria.

• Champion a customer-first culture built on communication, transparency, and accountability.

• Drive initiatives that improve customer satisfaction, engagement, and advocacy.

• Ensure consistency in customer interactions and service delivery across all teams.

Customer Journey Management

• Oversee the end-to-end customer journey from sales acceptance through to post-construction support.

• Ensure customers receive proactive communication and support throughout the building process.

• Identify and manage customer risks before they escalate.

• Maintain oversight of sensitive and escalated customer matters.

Operational Collaboration

• Partner with Sales, Drafting, Estimating, Permits, Construction, and Administration teams to deliver seamless customer outcomes.

• Improve cross-functional alignment and communication.

• Support operational leaders to strengthen customer communication standards.

• Embed customer considerations into operational decision-making.

Leadership & Team Development

• Lead, coach, and mentor the Victorian Customer Experience team.

• Foster a culture of accountability, professionalism, and service excellence.

• Develop team capability through training, coaching, and ongoing development.

• Support performance management and succession planning initiatives.

Customer Advocacy & Escalation Management

• Act as the senior escalation point for complex customer matters.

• Deliver commercially balanced outcomes that protect both customer relationships and business objectives.

• Build trust through proactive communication and effective issue resolution.

• Ensure customer complaints are managed professionally and resolved in a timely manner.

Continuous Improvement

• Identify opportunities to improve systems, communication workflows, and customer processes.

• Partner with Operations and Systems teams to enhance customer visibility and service delivery.

• Monitor customer feedback, complaint trends, and performance metrics.

• Provide insights and recommendations to senior leadership.

About You

You are an experienced leader who understands that exceptional customer experiences don't happen by chance—they are created through strong communication, operational excellence, and a genuine commitment to customer success.

To be successful in this role, you will bring:

• Proven experience in customer experience, customer service leadership, or operational management within residential construction, property, or a related industry.

• Strong understanding of the Victorian residential building process and customer lifecycle.

• Demonstrated experience managing complex customer issues and stakeholder relationships.

• Exceptional communication, conflict resolution, and relationship management skills.

• Proven leadership experience within customer-facing operational environments.

• Strong commercial awareness combined with a customer-centric mindset.

• A passion for continuous improvement and driving positive change.

Success in this Role Will Be Measured By

• Increased customer satisfaction and advocacy outcomes

• Reduced escalated customer complaints

• Improved communication response times

• Strong customer retention and referral performance

• Enhanced operational collaboration and workflow efficiency

• Positive customer feedback throughout the build journey

• High team engagement and performance

• Achievement of customer service and operational KPIs

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.

If you are passionate about operational excellence, workflow optimisation, and driving meaningful business improvement, we would love to hear from you.

To Apply:

If this sounds like you, please send your application including a brief cover letter outlining your experience as per the position criteria.

Please note :- only candidates who have accompanied a cover letter with their resume and have a full working rights can be considered for this position.

Confidentiality assured.