Customer Experience Manager – Scheduling

About the role

Australian Reinforcing Company (ARC), a brand of InfraBuild, is looking for a Customer Experience Manager for its Queensland business. Reporting to the QLD Regional Manager and based at the Hemmant site, you will lead the scheduling capability behind every ARC project in Queensland. The team spans several QLD locations, and you will bring them together, build their capability and hold quality standards high. This is a hands-on, customer-facing leadership role, part of the Regional Leadership Team.

Key responsibilities

• Lead, coach and develop scheduling teams across multiple QLD locations
• Own the accuracy, turnaround and quality of estimates and schedules, and raise the standard
• Act as a visible point of contact for customers such as builders, concreters and project teams, turning daily interactions into a better customer experience
• Use customer feedback to reshape how estimates, schedules and delivery work
• Drive continuous improvement across post-sales processes, systems and reporting
• Help shape regional strategy and turn it into improvement projects, working with Area Managers, Key Account Managers and Branch Managers

Required profile

• Leadership experience in estimating, scheduling, planning or a comparable operational function
• Experience leading dispersed teams across multiple sites
• Customer-first mindset and confidence dealing with customers directly every day
• Continuous improvement track record
• Strong commercial and financial acumen
• Excellent communication, negotiation and problem-solving skills
• Comfort with change and resilience in leading others through it
• Steel or construction industry experience highly regarded

What we offer

• Paid parental leave (20 weeks primary carer, 3 weeks partner) and superannuation contributions during unpaid leave
• Discounted corporate health insurance with nib Health Insurance
• Employee discounts across retail, travel and lifestyle brands
• Long-term career development in a large national organisation