Benji Smith

Director of Operations & Customer Success @ OLG Office

About

I lead strategic operations and business development at OLG, an Australian commercial furniture company focused on delivering fast, reliable, and high-quality B2B solutions across major capital cities. My role spans logistics, pricing strategy, product development, and client experience, always with an eye toward efficiency, scalability, and measurable results. I’ve helped refine our pricing model, implement HubSpot CRM tracking, and enhance delivery timelines despite the challenges of nationwide network of resellers With experience in both strategic planning and day-to-day execution, I bring structure to complexity and focus to growth. Whether it’s optimising a national supply chain or supporting a sales pipeline through better data, I believe in doing what works, not just what sounds good. If you’re in the fitout, architecture, or procurement space and want a partner who actually delivers, I’d love to connect.

Country

Australia

City

Sydney

Industry

Furniture

Skill

Customer Success Strategy, Commercial Furniture Projects, Issue Escalation & Resolution, Stakeholder Engagement, Operations Management, Operational Excellence, Strategic Planning, B2B Strategy, Business Process Improvement, Logistics & Supply Chain Optimization, HubSpot CRM, Sales Pipeline Management, Pricing Strategy, KPI Tracking & Reporting, Cross-functional Team Leadership, Team Alignment & Execution, Customer Experience Strategy, Client Onboarding & Success, National Distribution Planning, Fitout & Procurement Support

Experience

Director of Operations & Customer Success

OLG Office

2023-6 - Present · 3 yrs 4 mos

Sydney, New South Wales, Australia

- Lead national operations for OLG’s commercial furniture division, overseeing logistics, delivery, and execution across five major capital cities - Align strategy with execution to ensure high-quality, on-time delivery and consistent customer experience - Drive operational efficiency and cost optimisation, including dispatch strategy from a centralised Sydney hub - Implement systems and processes that scale, including CRM and ERP, for sales pipeline and performance tracking - Develop and manage pricing models to support customer acquisition, retention, and deal profitability - Collaborate with cross-functional teams to improve client onboarding, delivery timeframes, and overall service quality - Identify and resolve operational bottlenecks to support scalable growth and client satisfaction

Customer Partnership Manager

OLG Office

2023-10 - Present · 3 yrs

- Act as the primary contact for key commercial clients, from onboarding through to delivery - Align internal teams (logistics, sales, production) with client expectations to ensure seamless project execution - Manage communication across multiple stakeholders to keep timelines, scope, and delivery aligned - Proactively resolve issues and remove friction points before they impact customer experience - Support long-term client relationships by ensuring consistent delivery outcomes and service quality - Drive continuous improvement in customer onboarding, service standards, and repeat business performance - Translate complex client needs into actionable plans that meet operational capabilities