Customer Experience and Catalogue Manager

About Us

Pedders Suspension & Brakes is an Australian family owned and operated company with a distinguished history and a strong future. Opportunities to become specialists, work with quality products and people, and obtain career progression are available to those who are passionate, committed, and willing to invest in their future.

When you join us, you aren’t just joining a market leading automotive business that is known for delivering premium products and services, you’re joining a family. We pride ourselves on making sure that our people have the chance to grow and develop their careers and realise their full potential.

The Opportunity

Here at Pedders we have exciting plans for now and into the future to create Better Journeys for our customers, and our new Customer Experience Manager is going to be key to this.

We’re on the lookout for a people-focused individual who has a passion for building strong relationships, to build on our customer-centric culture and enhance customer satisfaction, loyalty and advocacy.

Acting as the bridge between our customers and Pedders brand, you’ll ensure every interaction — whether digital, in-person, or through support channels — is engaging, efficient and effective.

You will oversee the entire customer journey, identifying opportunities to improve touchpoints, and leading the development of a forward-thinking customer experience strategy.

This role also oversees the development and maintenance of our online Catalogue, ensuring our systems are optimised to provide accurate data, including leading and mentoring a small team to achieve this.

Key Responsibilities

• Strategy Development: creating and refining the overarching customer experience strategy and aligning it with business goals.
• Customer Journey Mapping: optimising the customer journey by identifying key touchpoints and moments of truth to enhance engagement and reduce friction.
• Voice of the Customer Programs: managing programs that capture and utilise customer feedback and insights to drive continuous product and service improvement.
• Data Analysis: collecting, analysing, and acting on customer data and feedback to identify pain points and opportunities for improvement.
• Performance Monitoring: Reviewing performance against key performance indicators (KPIs) and reporting on CX performance to stakeholders.
• Catalogue Management: oversee the catalogue and master data infrastructure to ensure accurate and relevant data and item attributes.
• People Management: perform people leadership activities, including overseeing performance management processes and fostering a team culture of collaboration and development.

Why Join Pedders?

• Bonus structure – recognition of your great performance and behaviours that align to our Pedders’ Values.
• A flexible work environment with WFH, Mondays and Fridays.
• Learning & Development Initiative – we believe strongly in continuous learning and pay for up to 5% of your base salary each year towards approved professional development courses as well as up to 5 days paid L&D leave to undertake courses. 
• Access to health and wellbeing initiatives - annual flu shot, general health check-up and skin check.
• Favourable staff discounts for staff and immediate family members.
• Confidential EAP provided to all employees and their family members.
• Inclusive and strong workplace culture. 
• A stable Australian business with family-centric, team orientated values
• Free onsite parking.
• Paid parental leave
• Recognition program

What You Bring To The Team

• Preferably 5+ years of demonstrated experience in a customer experience role.
• Preferably a tertiary qualification in business, marketing or relevant field.
• Background in B2B/B2C environments, ideally in product, manufacturing and exposure to franchising.
• Experience in developing a CX framework that fosters a customer centric culture, leverages customer data and feedback and uses tools and technologies to support CX initiatives.
• Strong customer-centric focus with ability to empathise, anticipate their needs, and take action.
• Highly organised and able to manage projects with conflicting priorities.
• Robust analytical skills and able to collect, organise and analyse information.
• Excellent relationship building skills with ability to work collaboratively across teams.

How to Apply

Click on the APPLY NOW button to upload your cover letter and resume.