Customer Experience Manager
1 week ago
They are continuing to grow rapidly.
This is the chance to join right as the takes off.
More About the Role at Xero **How you'll make an impact:** In this role, you'll be responsible for leading the Australia Customer Experience (CX) team, driving word class service across customer outcomes, people, operations, and alignment against the CX strategy.
You'll empower and motivate the teams to deliver on both experience and performance expectations and ensure that these teams are highly engaged and our customers are incredibly well supported.
You'll ensure strong connection and cohesion into the CX global support model.
You'll act as a key point of contact and representative for CX across the Australian business.
### **What you'll do:** - Uplift the capability of your leadership team through effective ongoing development and coaching - Ensure your direct reports are creating high performance cultures within their teams - Build staff engagement across all teams, ensuring all teams understand their purpose and feel connected with the CX strategy - Establish and refine leadership and operating frameworks as identified (success measures, absence management, high performance standards, experience excellence, quality and high compliance environment) - Collaborate strongly with the Customer Experience Managers in New Zealand to create alignment and operational cohesion, ensuring the right level of consistency with the global support model - Collaborate and participate as a member of the senior global CX leadership team ensuring alignment and execution across the CX Strategy, key communications are cascaded in a timely manner, and all teams are operating within a robust operational framework which optimises the customer experience - AU CX actively contributes to the achievement of the CX Objectives and Key Results (OKRs) - Ensure the AU CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition) - Be a strong change ambassador, ensuring CX change is successfully adopted and well understood - Advocate for needs across people, customer and operations ### **What you'll bring:** - Prior experience managing a leadership team, ideally in a complex, fast paced customer support environment - Proven success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types - Ability to stretch the capability of a dynamic leadership team in a high change environment - Ability to build and maintain effective relationships at a regional and global level - Designing for scalability and flexibility - Growth and development mindset If you don't think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.
Hatch exists to level the playing field for people as they discover a career that's right for them.
We model this in our hiring process for our partners like Xero.
Applying here is the first step in the hiring process for this role at Xero.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors.
To put it simply, Hatch is for everyone.
-
Digital Experience Innovator
4 hours ago
Melbourne, Victoria, Australia Intrepid Experience Full timeAbout the RoleThe Senior Digital Product Owner will lead innovation in two critical areas of our digital experience: Checkout & Booking Management for direct customers and the Travel Agent Portal.In this role, you will play a key part in shaping the end-to-end booking experience, ensuring a seamless, intuitive, and high-converting platform for both customers...
-
Travel Experience Coordinator
3 days ago
Melbourne, Victoria, Australia Intrepid Experience Full timeAbout the Role\We are seeking a Travel Experience Coordinator to join our team at Intrepid Experience. This is a casual position that will give you flexibility in when and how you work, with great availability always an asset.\As a Travel Experience Coordinator, you will be responsible for leading tours and providing amazing customer service and travel...
-
Melbourne, Victoria, Australia Intrepid Experience Full timeAbout YouThis is a Full-Time Permanent Position that will operate on a hybrid basis out of Melbourne, Australia.Some of the experience you'll bring with you may include:A strong track record of shipping customer-facing products and driving measurable impact.A strategic mindset with the ability to balance short-term wins with long-term vision.Strong...
-
Business Growth Manager
2 days ago
Melbourne, Victoria, Australia Intrepid Experience Full timeWe're looking for a Pricing Optimization Specialist to join our Revenue Management team. In this role, you'll use data to inform pricing decisions and drive revenue growth.As a key member of our team, you'll work closely with cross-functional teams to develop and implement strategies that maximise our revenue potential. You'll use data to inform pricing...
-
Customer Experience Manager
3 days ago
Melbourne, Victoria, Australia Inchcape Full timeAre you passionate about delivering exceptional customer service? Do you thrive on creating memorable experiences and driving customer satisfaction? We are seeking a Customer Experience Manager at Subaru Essendon to lead and enhance our customer journey in the automotive industry.About the roleIn this dynamic position, you will assist in managing our...
-
Customer Experience Manager
2 days ago
Melbourne, Victoria, Australia Food and Wine Full timeFulfilling careers start here. As a Customer Experience Manager at Food and Wine, you will be responsible for providing personalized support to customers as they navigate the lending process. Your expertise in credit analysis and customer service will enable you to build trust and rapport with clients, ensuring their financial goals are met.A successful...
-
Customer Experience Manager
1 day ago
Melbourne, Victoria, Australia Karbon Full timeKarbon is a leading company in the industry, known for its innovative approach to customer support. We're currently seeking a highly skilled Customer Experience Manager to join our team.This role will be responsible for delivering exceptional customer experiences, ensuring that our customers are satisfied with our products and services. The ideal candidate...
-
Customer Experience Manager
2 days ago
Melbourne, Victoria, Australia Comcare (Australian Government) Full timeJob Summary:We are seeking a talented Customer Experience Manager to join our team at Comcare (Australian Government). In this pivotal role, you will contribute directly to fostering a positive relationship with the community and delivering exceptional service through complaint resolution and customer experience improvement.Key Responsibilities:Investigate...
-
Customer Experience Manager
7 days ago
Melbourne, Victoria, Australia David Jones Ltd. Full timeRole DescriptionThe Customer Experience Manager role is responsible for ensuring that every customer interaction is exceptional. This includes developing and implementing strategies to enhance the customer experience, analysing customer feedback, and making recommendations for improvement.Key Accountabilities:Develop and implement strategies to enhance the...
-
Customer Experience Manager
3 weeks ago
Melbourne, Victoria, Australia Squaretrade Full timeSquareTrade was founded in 1999 in Silicon Valley and was a unicorn start-up before being acquired by Allstate insurance, a Fortune 100 company and one of the USA's largest insurance companies, for $1.4bn in 2017.SquareTrade is the fastest growing company of its kind.We're revolutionizing a $30b industry with service innovation and attention to customer...
-
Customer Experience Manager
7 days ago
Melbourne, Victoria, Australia Tbwa ChiatDay Inc Full timeAbout the RoleWe are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our support function, you will be responsible for delivering exceptional customer experiences across various channels.The ideal candidate will have a strong background in customer-facing roles, with experience in providing technical support and...
-
Customer Experience Manager
3 days ago
Melbourne, Victoria, Australia The Great Southern Hotel Full timeCustomer Experience ManagerWe are looking for an experienced professional to oversee the customer experience at the Great Southern Hotel Melbourne.Key responsibilities include:Developing and implementing strategies to improve customer satisfactionCoordinating customer feedback and resolving issuesWorking closely with the Front Office team to deliver...
-
Customer Experience Manager
20 hours ago
Melbourne, Victoria, Australia CARMAX Full timeAbout This OpportunityWe are looking for a talented Customer Experience Manager to join our team at CarMax. As a Customer Specialist, you will be empowered to provide an iconic experience for our customers by acting as a guide and offering support throughout their car-buying journey.Key Responsibilities:Act as a guide and offer support to customers during...
-
Customer Experience Manager
19 hours ago
Melbourne, Victoria, Australia Jetstar Airways Full timeAbout Jetstar AirwaysWe are a leading low-cost airline group in the Asia Pacific region, operating a fleet of over 130 aircraft. Our airlines offer more than 5,000 flights a week to over 85 destinations across 17 countries and territories.The successful candidate will be responsible for leading cross-functional initiatives for the customer function within...
-
Customer Experience Manager
2 days ago
Melbourne, Victoria, Australia Foot Locker, Inc. Full timeAbout UsFoot Locker, Inc. is a dynamic and fast-paced retail environment that values innovation, teamwork, and customer satisfaction. We offer competitive compensation and benefits packages, as well as opportunities for professional growth and development.Job ResponsibilitiesAs an Assistant Manager, you will be responsible for:Developing and implementing...
-
Customer Experience Manager
2 days ago
Melbourne, Victoria, Australia Officeworks Ltd Full timeAbout YouWe're looking for a Customer Experience Manager who is passionate about delivering exceptional customer service and leading a high-performing team. If you have a proven track record of success in retail leadership, excellent communication skills, and a commitment to excellence, we want to hear from you!You will be responsible for driving sales...
-
Customer Experience Manager
3 days ago
Melbourne, Victoria, Australia Design Build Full timeAbout Design Build, the multinational business that's revolutionizing customer service with high-quality products and exceptional experiences. We're seeking a talented Customer Experience Manager to support our growing team in the Australian market.**Key Responsibilities:**Provide outstanding customer service, ensuring inquiries and orders are handled...
-
Customer Experience Manager
2 days ago
Melbourne, Victoria, Australia Retail Prodigy Group Full timeAbout Us:">Retail Prodigy Group is a leader in retail operations, partnering with global brands to deliver exceptional customer experiences. We're seeking a talented individual to join our team as an Area Manager, overseeing NIKE stores in WA and driving business results through effective leadership and coaching.">Your Role:">As an Area Manager, you'll be...
-
Customer Experience Manager
3 days ago
Melbourne, Victoria, Australia Percepta LLC Full timeAt Percepta LLC, we are committed to delivering exceptional customer experiences that exceed expectations.Our Role:Customer Engagement: As a CX Manager, you will be the primary point of contact for automotive customers, guiding them through their journey from initial inquiry to resolution. Your role will be to provide personalized support and address...
-
Customer Experience Manager
2 days ago
Melbourne, Victoria, Australia True Society Full timeOverviewTrue Society is a collective of global bridal stores offering all brides the ultimate wedding dress shopping experience. With locations in Australia, Europe, and the USA we help brides celebrate their own personal style that represents their true self. True Society stores exclusively offer internationally sought-after designer brands Essense of...
