Customer Experience & Service Improvement Manager (B2B)

The Customer Experience & Service Improvement Manager (B2B) is responsible for driving a better experience for Intellihub's retailer customers by identifying service trends, customer pain points and opportunities for improvement across the business.
Working at the intersection of customer experience, service performance and operational delivery, this role provides visibility of emerging risks, recurring issues and customer feedback to influence business priorities and drive meaningful change. Rather than managing day-to-day operational activities, the role focuses on identifying root causes, improving processes, strengthening service governance and ensuring customer insights translate into measurable improvements in customer outcomes.
The role acts as the voice of the customer across the organisation, partnering with operational and functional teams to improve service performance, enhance customer satisfaction and support long-term customer success.
Key Responsibilities
Analyse customer feedback, service performance data, incidents and escalations to identify trends, root causes and improvement opportunities.
Champion the voice of the customer, ensuring retailer impacts and customer insights inform business priorities and decision-making.
Lead customer experience and service improvement initiatives that address systemic issues and improve customer outcomes.
Drive accountability across business teams to progress improvement actions and deliver sustainable solutions.
Develop and oversee service governance frameworks, reporting and review forums that provide visibility of customer experience performance.
Partner with operational leaders and Account Managers to identify emerging risks and proactively improve service delivery.
Translate customer insights into actionable recommendations that improve processes, customer satisfaction and operational effectiveness.
Lead and develop the Customer Success Manager and Key Account Coordinator to support customer experience objectives across the retailer portfolio.
Key Success Measures
Customer trends, risks and recurring issues are identified early and translated into meaningful improvement actions.
Service improvement initiatives deliver measurable improvements in customer experience and service performance.
Customer insights are embedded into decision-making and influence business priorities.
Service governance and reporting provide clear visibility of customer experience performance and improvement opportunities.
Strong stakeholder engagement and accountability drive sustainable resolution of systemic customer pain points.
Retailer customer satisfaction and confidence improve through proactive, insight-led service improvements.
Tertiary qualification in Business, Commerce, Customer Experience, Service Management or a related discipline is preferred.
Proven experience driving customer experience improvement, service performance and governance initiatives within a complex B2B environment.
Experience leading teams responsible for customer success, account coordination, reporting, escalations or operational customer engagement.
Strong ability to identify systemic issues, interpret service trends and convert customer evidence into prioritised improvement actions.
Demonstrated judgement in managing escalations, incidents and sensitive customer communications while preserving clear operational accountability.
Strong commercial awareness and ability to partner effectively with strategic account management teams without assuming account ownership.
Excellent communication, influencing and cross-functional stakeholder management skills.
Experience in energy, utilities, technology or another regulated, service-intensive industry is highly desirable.
Strong analytical, organisational and follow-through capability, with a customer-focused and continuous improvement mindset.

Employment type
Full-time

Work arrangement
Hybrid