Client Experience Manager

KINDRA | CRONULLA, NSW | FULL-TIME | IN-PERSONSalary: AUD $100,000–$110,000About KindraKindra is a premium Australian outdoor sauna brand. Our saunas are designed and engineered inAustralia, built for the harshest Australian conditions, and have been recognised with a Good DesignAward and a Red Dot Design Award. We sell direct to customers across the country, and we aregrowing quickly.The RoleWe’re looking for a Client Experience Manager to take ownership of the Kindra customer journey and help build the systems behind it as we grow.This role sits across customer experience, sales and operations. You’ll be the primary point of contact for prospective and existing clients, handling inbound sales calls and conducting both phone and in-person consultations with Kindra’s premium clientele.You’ll manage approximately 300–400 client journeys each year, guiding each client from their initial enquiry and consultation through the purchasing process, order coordination and final delivery. Throughout this journey, you’ll provide thoughtful, highly responsive communication and ensure every interaction reflects the quality of the Kindra brand.You’ll also look at the bigger picture: identifying opportunities to improve processes, remove friction and develop the systems Kindra will need as client volume increases.This is a hands-on role with significant autonomy, genuine ownership and room to grow.What You’ll DoSales & Client ExperienceOwn the majority of domestic inbound client consultationsGuide clients through product options, site requirements, and the purchase processRun video and occasional in-person product walkthroughsManage follow-up, quotes, invoices and next stepsOwn the customer journey from enquiry through to delivery and installationBecome a genuine product expert and confidently handle more complex client questions orsituationsClient OperationsCoordinate last-mile delivery with freight and expert assembly partnersManage site, access, timing, and order information across clients and partnersIdentify potential operational issues before they reach the clientEnsure every client is informed and well looked after throughout the processSystem Improvement & GrowthBuild and improve client workflows, processes, and playbooksIdentify systems and processes required for global expansionHelp ensure the customer experience continues to feel premium as Kindra scalesAbout YouYou combine exceptional people skills with a strong operational mindset.You’re likely to be:Highly organised and comfortable managing many moving piecesWarm, emotionally intelligent, and confident with clientsSystems-minded and naturally interested in improving how things workClear and polished in person and in writingCalm, pragmatic, and solutions-orientedComfortable making decisions independentlyCommercially awareSomeone who naturally takes ownership rather than waiting for directionYou may currently work in customer experience, customer operations, account management,premium retail, professional services, executive support, or a similar high-trust client-facing role.Why KindraJoin a small, fast-growing Australian brand and work closely with the foundersRepresent a beautifully designed, award-winning productGet exposure across customer experience, operations, sales, events, and growthGrow into broader CX leadership roles as Kindra scalesIf you’re looking for a role you can own, improve and grow with, we’d love to hear from you.How to ApplySend your CV and a short note on why this role suits you to admin@kindrasaunas.com.