Customer Experience & Systems Lead

About Us

Master Builders Solutions is a global brand of advanced chemical solutions for construction. Our comprehensive portfolio includes sustainable concrete admixtures and underground construction solutions. We constantly strive to solve tomorrow’s challenges through our talented people, sound science, innovation, and communication with our global partners. We provide new solutions to satisfy industry demand for specific structure strengths while understanding the need for sustainability and environmental consciousness.

Role Overview
The Customer Experience & Systems Lead reports to the Senior Manager of Customer Success, and is responsible for the infrastructure of the customer experience, managing customer master data, customer‑facing technologies, and customer‑related analytics to support a seamless and data‑driven customer journey. This role serves as the foundation of a scalable, technology‑enabled customer experience, operating at the intersection of systems, data, and customer operations to ensure customer information, digital tools, and reporting capabilities are accurate, optimised, and aligned to business and customer needs. Through analytics and technology, the role provides visibility into customer health and drives continuous improvement on behalf of the customer.

Key Responsibilities

Own and govern customer master data to ensure accuracy, consistency, and integrity across systems

Establish and maintain data standards, audit processes, and ongoing data quality controls

Manage and optimise customer‑facing technologies, including e‑commerce and other digital tools

Support functionality enhancements, user experience improvements, and system adoption

Serve as a key liaison between business stakeholders and IT for system updates, testing, and issue resolution

Work closely with CRM business owners to ensure accurate data collection, structure, and governance

Support development and refinement of customer data models and workflows

Monitor and audit data inputs to ensure consistency across customer systems

Develop and maintain customer‑focused KPIs, dashboards, and reporting

Provide actionable insights to improve customer experience, operational efficiency, and adoption of digital tools

Support training and enablement of internal teams on customer‑facing tools and reporting

Partner cross‑functionally to align systems, data, and processes with evolving customer needs

Qualifications

Bachelor’s degree in Business Administration, Information Systems, Business Analytics, or a related field (e.g., Operations, Supply Chain, or IT)

5+ years’ experience in customer operations, data analytics, systems management, or related field

Strong analytical skills with experience in reporting tools (e.g., Power BI, Excel)

Experience working with CRM systems and/or ERP platforms (SAP, Salesforce)

Ability to manage and support new systems and processes

High attention to detail with a control‑oriented mindset

Note
Master Builders Solutions is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status

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