Customer Success and Insights Architect - - 41609 - Fletcher Building

General Information

Job Type

Permanent

Description

Who we are

Part of the Fletcher Building Group employing 14,900 people across Australia, New Zealand and the South Pacific, Stramit is “Australia’s leading vertically integrated steel manufacturer”. Our connected purpose is focused on ‘improving the world around us through smart thinking, simply delivered’ providing our customers real value.

The backbone of our business are our 850+ Sales, Operations, Customer Service and Support Service functional teams across 14 sites nationally; collaboration and shared accountability position us well to be a market leader in our field.

About the Position

As Stramit undertakes a major customer transformation program, the Customer Success and Insights Architect will lead the development and execution of integrated CRM, analytics, automation, and reporting solutions to uplift performance across our national sales and service teams.

This role reports to the Customer Experience Enablement Manager and is responsible for delivering smarter, data-driven operations that improve customer experience and internal decision-making. You'll lead the implementation and continuous improvement of Salesforce CRM, integrate a new Amazon Connect telephony platform, and build a scalable data and reporting function to track performance, guide planning, and drive commercial outcomes.

This is a full-time and hybrid working position where you will work closely with and support our national customer service team. This role is open to being located at our Knoxfield (VIC), Crestmead (QLD) or Erskine Park (NSW) sites.

Key Responsibilities:

Lead CRM & Telephony Enablement: Drive adoption of Salesforce and Amazon Connect to improve productivity and customer insights.
Build Reporting Frameworks: Deliver national sales and service reporting for performance tracking and decision support.
Implement Automation Solutions: Oversee tools like Esker and Copilot to streamline workflows and reduce manual tasks.
Enable Data-Driven Decisions: Provide dashboards and analytics to guide resource planning and customer prioritisation.
Champion Data-Led Culture: Embed data and digital tools into operational planning and customer engagement.
Lead Cross-Functional Teams: Manage and develop CRM, reporting, and data specialists to deliver strong outcomes.

Key Skills

Proven experience in SalesForce, business intelligence, sales enablement or commercial operations leadership roles
Strong hands-on knowledge of Salesforce CRM and data visualisation tools (e.g. Power BI, Tableau)
Demonstrated success delivering cross-functional technology or process improvement initiatives
Strong commercial acumen, stakeholder engagement, and change leadership capability
Experience leading multi-disciplinary teams in fast-paced, service-oriented environments
Tertiary qualifications in Business, Information Systems, Data Analytics or related field
Full Australian working rights

Why choose Stramit?

This role offers the opportunity to lead a key part of Stramit’s transformation — turning technology and data investment into frontline enablement. You’ll shape how we plan, engage and support our customers, helping Stramit remain a trusted and innovative partner in the construction and manufacturing industry.

We are proud to offer:

Amazing career development, training and pathing opportunities.
Parental Leave: primary carers receive full base pay for 26 weeks or receive 50% of full pay over 52 weeks. Secondary carers receive 4 weeks of full pay
New Parent Leave: 5 additional leave days for primary and secondary carers during their first year back at work
Strong Inclusion and diversity commitment to our team members including Gender affirmation leave (10 days), LGBTQ+ Rainbow Tick accreditation.

Excited? We are too! To apply, click the 'apply now' button, if you'd like to discuss this opportunity further. We can't wait to review your application and explore your potential with Stramit!