Your Impact

As the Senior Manager - Customer Experience and Transformation, you will be the driving force behind the development of Asahi’s Customer Success project that is implementing a new Customer Success Operating Model to support our Oceania business enabled by Salesforce Service Console, Experience Cloud, Field Service and Amazon Telephony. This role is responsible for defining the vision, managing the product backlog, and collaborating with cross-functional teams to deliver business value aligned with Asahi Beverages’ Single View of Customer Programme.

Please note, this role can be performed from either Melbourne or Sydney and is a parental leave replacement, offered as a fixed-term contract until April 2025, with the possibility of extension.

Key Responsibilities

• Partner with our GM Customer Success to design and implement a new Customer Success Operating model covering organisation, process and technology
• Act as the primary point of contact between the project and business stakeholders (Sales, Logistics, Customer Service) and the development team.
• Ensure alignment between customer needs, business objectives, and technical solutions.
• Own and manage the product backlog, prioritising features and user stories based on business value, urgency, and feasibility.
• Define clear acceptance criteria for each user story, ensuring that deliverables meet customer expectations.
• Work closely with Project Managers, Business Analysts, Salesforce Developers, and other technical team members to ensure timely and successful delivery of features.
• Coordinate with other product owners within the Single View of Customer Programme to ensure seamless integration and cross-functional success.
• Champion a customer-centric mindset, ensuring that all solutions are designed to enhance customer satisfaction, retention, and service quality.
• Work with QA teams to define testing strategies and participate in user acceptance testing (UAT) to validate product functionality.
• Ensure the final product meets high-quality standards and achieves desired outcomes for end users.
• Collaborate with business teams to document processes, workflows, and user guides for the Salesforce Service Console.

About You

• Bachelor’s degree in a business discipline with proven experience in customer experience (CX) program development.
• Experience working in the Beverages or FMCG industry is mandatory.
• Experience designing and implementing Customer Service operating models and enabling Customer Technology (e.g. Salesforce)
• Experience in program management, building and implementing communication plans across an organisation with various needs on various platforms
• Strong verbal communication skills with the ability to deliver compelling presentations.
• Demonstrated experience working cross-functionally in fast-paced environments.
• Resilience, accountability, and a passion for driving customer-focused change.

Why Asahi Beverages?

Asahi Beverages is a leading multi-beverage organisation with a rich and varied history. Our regional head office is based in Melbourne, with sales, manufacturing and distribution centres located across Australia and New Zealand. We produce and market some of Australia’s most iconic beverage brands, including Schweppes, Pepsi Max, Gatorade, Cool Ridge, Great Northern, Carlton Draught, Vodka Cruiser, Asahi Super Dry and Allpress coffee. We have a great track record of success, we work at pace, our teams are high-performing, and there’s always a lot going on.  There are so many opportunities in our company for those ready to take them on!

We’re proud of who we are, and humble in how we work – we believe in creating a culture of excellence, innovation, and diversity. We offer a range of benefits such as product discounts, flexible work arrangements, health and wellness programs, and learning & development opportunities. We are passionate about our commitment to the communities we serve and are clear on our role in enhancing environmental sustainability and social responsibility.

We are a Circle Back Initiative employer and commit to responding to all applicants.