Customer Experience

Overview Campbell Property Group (CPG) — one of Australia's leading residential construction and property development companies — is seeking a passionate and experienced Customer Experience Manager to lead our customer engagement strategy and ensure an exceptional homeowner journey from contract to handover and beyond. This role is pivotal in driving continuous improvement in customer satisfaction and aligning operational teams around a shared commitment to excellence in service delivery. You'll partner with Sales, Construction, and Operations leaders to embed a customer-first culture that enhances trust, transparency, and advocacy at every touchpoint. Key Responsibilities Lead the end-to-end customer experience strategy, ensuring consistent, high-quality service delivery across all stages of the build journey. Manage NPS, Customer surveys, and dashboards through the use of Qualtrics. Establish CX metrics, dashboards, and review cycles to track customer sentiment and business impact. Oversee customer communication processes, identifying opportunities for improvement and implementing best practice initiatives. Monitor and analyse customer feedback and satisfaction metrics (e.g. NPS, surveys), translating insights into actionable improvements. Partner with internal stakeholders to resolve complex customer issues, balancing empathy with commercial and operational outcomes. Coach and develop the Customer Experience team to uphold Clarendon's brand values and service standards. Drive process improvement initiatives to streamline workflows, enhance efficiency, and elevate the customer journey. Represent the voice of the customer in leadership discussions and continuous improvement projects. About You 5+ years' experience in customer experience, service delivery, or client relationship management (property or construction industry experience desirable). Specific experience with Qualtrics and relevant Qualtrics experience management certification (XM). Experience in digital transformation or CRM-led service improvement. Demonstrated success in leading teams and improving customer satisfaction outcomes. Strong communication, conflict resolution, and problem-solving skills with a customer-first mindset. Data-driven approach — able to interpret customer insights and translate them into measurable improvements. Proven ability to work cross-functionally and influence at all levels of the business. Organised, empathetic, and passionate about creating exceptional experiences for every homeowner. What's on offer Competitive base salary + generous commission structure. Health and wellbeing perks – gym discounts, health insurance, annual nutrition & fitness check-ins. Retail discounts across travel, groceries, and lifestyle. Savings on home builds, trades, suppliers, and utilities. Ongoing learning and development through the CPG Academy. Generous leave – including parental, volunteer, and community service leave. Wellbeing support for you and your family (EAP, financial coaching, health programs). About us At Campbell Property Group (CPG), we're passionate about creating better lifestyles for Australians through quality homes, communities, and services. Our businesses include: Clarendon Homes – award‑winning, innovative homes across QLD and NSW; Domaine Homes – affordable, stylish homes designed for modern families; Loan Market Elevate – expert financial solutions to support our customers' property journeys. With over 40 years in the home building industry, we've built a reputation for quality, integrity, and customer care. We are committed to fostering a diverse, inclusive workplace where everyone feels safe, respected and supported and we are proud to be an equal opportunity employer. #J-18808-Ljbffr