Our Company

For more than 45 years, ABN Group has been a leader in the building, property, and finance industries, helping thousands of Australians turn the dream of home ownership into reality. We've delivered over 90,000 homes across Western Australia and Victoria — from first homes to luxury builds — earning the trust of our community along the way.

The Role

As Customer Experience Manager – Preconstruction, you will lead our customer’s preconstruction phase of the building journey. Through effective management of our pipeline of jobs in preconstruction, you will be responsible for workflow, starts and customer experience across all residential building brands.

A member of the senior leadership team, you will drive performance across time to site, while improving processes and ensuring a seamless, customer-focused experience.

Key responsibilities include:

Leadership & Strategy

• Lead, inspire and develop a multi-faceted, high-performing team.
• Design, develop and implement strategies for growth, continuous improvement and change.
• Drive recruitment, engagement and performance strategies aligned with ABN Group values.
• Set clear expectations, processes and accountability across pre-construction operations.
• Partner with stakeholders across departments to achieve pre-construction timeframes, job starts and NPS targets.
• Champion a culture of timeliness, accuracy and customer-first thinking.

Customer Experience

• Analyse NPS feedback and customer insights to drive improvements.
• Act as a strong customer advocate across the broader business.
• Ensure customers feel supported by our team band informed throughout the pre-construction journey.

Team Performance & Capability

• Coach and develop Customer Experience and Workflow Team Leaders.
• Drive accountability across individual and team KPIs.
• Identify capability gaps and implement training and development initiatives.
• Maintain clear workflows, responsibilities and balanced workloads.

Operational Excellence

• Monitor progress of homes through pre-construction to ensure efficient and accurate delivery in line with targets.
• Improve systems accuracy, reporting and visibility of job progress.
• Drive continuous improvement across processes and workflows.
• Provide regular reporting and insights to Executive Managers.

About You

You are a strategic and commercially minded leader who thrives in a fast-paced, customer-focused environment.

You enjoy developing people, improving processes and using data insights to drive better outcomes for both customers and the business.

You will bring:

• Proven leadership experience managing and developing teams
• Strong strategic thinking and commercial acumen
• Experience driving performance against operational KPIs
• Exceptional communication and stakeholder engagement skills
• Ability to analyse data, identify trends and implement improvements
• Demonstrated ability to influence stakeholders across all levels of an organisation
• Strong organisational and prioritisation skills
• A genuine passion for delivering outstanding customer experiences

Why ABN?

We're not just offering a job; we're inviting you to be part of a community that values innovation, passion, and excellence. Our employee benefits include:

• In-House Discounts: Exclusive discounts to enjoy
• Flexibility: Work arrangements tailored to support your work-life balance
• Career Growth: Opportunities to elevate your career within a thriving organisation
• Wellness Focus: Dedicated programs to nurture your well-being
• Health Coverage: Access discounted private health insurance
• Parental Leave: Paid leave for both primary and non-primary carers

What's Next?

Apply now if who we are resonates with you and you think you have what is required to fill this exciting role.