Customer Experience Manager

About Plungie

Our vision is a world where Plungie is an accessible focal point for every home. We’re transforming the way pools are delivered, giving builders greater control and homeowners a simpler, faster way to enjoy a premium concrete pool.

Guided by our values of simplicity, agility, courage, understanding, authenticity and togetherness, we’re a team committed to making homes fun and pool building easier.

About the Role

Reporting to the Head of Sales, the Customer Service Manager plays a pivotal role in delivering exceptional experiences that strengthen customer relationships and support Plungie’s growth ambitions across Australia. This role exists to ensure every customer interaction reflects Plungie’s commitment to quality, care and service excellence through:

• Lead and develop a multi-functional Customer Experience team, balancing workloads, coaching performance, and building a culture of accountability across inside sales and service.
• Own the end-to-end customer journey from inbound/outbound enquiries across phone, email, web, live chat and social, through to order fulfilment and after-sales support.
• Drive CRM and sales funnel performance, managing lead nurture, database integrity, and reporting to ensure leads convert and are serviced through the right channel.
• Champion continuous improvement, partnering with external agencies (e.g. HubSpot) and internal teams to refine systems, processes and tools that support scalable growth.
• Manage service delivery and escalations, including warranty administration and complaint resolution, ensuring KPIs and service standards are consistently met.
• Oversee order and freight coordination, managing converted orders through invoicing, fulfilment, and the Transport Coordinator function.

About you 

To be successful in this role you will have

• Demonstrated experience leading and developing a high-performing Customer Experience, Customer Service or Sales Support team
• Experience building a customer-centric culture that balances exceptional customer outcomes with commercial objectives
• Strong understanding of customer journey management and continuous improvement principles
• Experience using CRM platforms and customer service technologies, preferably HubSpot or similar systems
• Strong business and commercial acumen with the ability to identify trends, opportunities and operational improvements
• Experience implementing or adapting to new systems, technologies and ways of working
• Strong computer literacy, including Microsoft Office Suite and customer relationship management platforms
• Knowledge of customer experience metrics, reporting and performance management.
• Experience coaching, mentoring and developing team capability to achieve individual and business outcomes

 Benefits

Why you’ll love being in our lane

• Opportunity to take full ownership of the role and see the direct impact of your work on business growth
• Be part of a fast-growing company making waves in the pool industry
• Take your Birthday off
• 5 additional days of ‘Plungie Leave’ per year
• Free on-site parking

If you are ready to take the plunge, apply now!