Customer Delivery Experience Manager

Location: Design & Support Centre, Sydney, NSW, AU Date Posted: 29 September 2025 Since 1977, King Living has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve. Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods. King Living has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Office in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, Singapore, Malaysia, USA, China and Thailand. At King Living, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future. The Opportunity We’re looking for a passionate and experienced Customer Delivery Experience Manager to lead our last-mile transport and delivery operations. This is a critical leadership role that ensures every King Living product arrives on time, safely, and with the premium service our customers expect. This position will lead the delivery operations team and play a strategic role in transforming King Living’s last-mile delivery process into a world‑class service model. You'll work cross‑functionally with logistics providers, customer support, drivers, and internal stakeholders to deliver a seamless customer experience from our warehouse to their front door. If you are a natural leader with a passion for logistics, data-driven optimisation, and customer service excellence — this is your opportunity to make a major impact. The Role Oversee and optimise routing, scheduling, and planning for all King Living customer deliveries Lead the improvement of last-mile delivery strategy to deliver service excellence and global best practice Execute and continually refine King Living’s transport and delivery strategy aligned to broader business goals Ensure full compliance with safety standards, Chain of Responsibility (CoR) and transport regulations Drive the implementation of advanced delivery booking and routing systems to enhance performance and customer satisfaction Manage driver training, accreditation and operational development programs Partner with transport providers to maintain benchmark delivery standards and improve NPS Monitor and control delivery costs by improving route efficiency and reducing operational waste Act as the escalation point for complex customer delivery issues, ensuring timely and effective resolution Lead and mentor the delivery experience team, identifying skill gaps and building capability through coaching and support Analyse delivery performance data to identify and implement improvement initiatives Foster a strong safety and performance-oriented culture within the delivery network About You You have 3+ years of experience leading logistics or delivery teams in a last-mile delivery environment You bring deep knowledge of logistics, transport compliance and delivery best practices You are a proactive problem solver, capable of anticipating challenges and driving operational improvements You are confident using data and analytics to inform strategy, optimise routing, and drive efficiency You are customer-obsessed, with a focus on delivering an exceptional post-sale experience You are a skilled people leader who inspires performance, builds capability and creates a collaborative team culture You have excellent organisation, time management and conflict resolution skills You are confident communicating with stakeholders at all levels — from drivers to senior leadership You are competent with digital tools and systems and keen to adopt technologies that enhance delivery operations Why You will Love Working with Us Daily Perks: freshly brewed coffee from our onsite barista – fuel your day with a perfect cup. Generous Discounts: handsome employee and family & friends discounts on our premium products. Family First: paid parental leave to support you through all stages of life. Career Growth: be part of a fast-growing, innovative company that values your professional development. Collaborative Culture: join a supportive, values-driven team that celebrates passion, integrity, collaboration and innovation. Fun, Engaging Environment: regular team events and opportunities to connect, learn and grow. Our Values – More than Just Words Passion, Integrity, Collaboration and Innovation are the heartbeat of King Living. These values guide everything we do, from the products we design to the culture we foster. If you share our values, you will thrive here. Our hiring decisions are not only based on your experience and skills, but your passion, attitude and alignment to our core values. King Living is an equal opportunity employer — all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status. Apply Now To apply for this role please complete the form below. #J-18808-Ljbffr