Head Of Customer Success

2 weeks ago

Melbourne, Victoria, Australia Asahi Beverages Full time
Your ImpactAs Head of Customer Success , you'll drive the strategic direction and day-to-day performance of the Asahi Customer Success Centre — delivering exceptional customer and consumer experiences across multiple channels and touchpoints.Overseeing Consumer Relations, Inbound Case Management, Inside Sales, and Customer Platforms, this critical leadership role ensures every interaction adds value, builds loyalty, and strengthens commercial outcomes.You'll lead a large, dynamic team across both onshore and offshore operations, playing a key role in shaping customer service strategy, driving digital transformation, and enabling growth through scalable, high-impact solutions.Key AccountabilitiesLead, coach and develop three functional managers and a broader team of ~70 professionals across consumer relations, contact centre operations, inside sales and platform support.
Foster a high-performance, customer-obsessed culture across both onshore and offshore teams.
Oversee delivery of 600,000+ customer and consumer service interactions per year, including 150,000 inbound calls and 30,000 live chats.
Ensure cases are resolved promptly and empathetically across all channels, with strong quality assurance and escalation management processes in place.
Lead an 18-person Inside Sales team to drive customer retention, incremental sales, and order accuracy through phone and digital channels.
Align inside sales strategy with broader commercial objectives and provide input into pricing, promotions and service experience design.
Lead and optimise key customer platforms including B2 B commerce, Salesforce CRM, and digital tools Oversee infrastructure such as telephony, live chat, and workforce management systems About YouExtensive experience in customer service, sales operations or contact centre leadership, ideally in Retail & Consumer or B2 B/B2 C environments.
Proven track record leading multi-disciplinary and geographically distributed teams, including offshore operations.
Strong understanding of CRM systems (especially Salesforce), digital customer tools, and commerce platforms.
Commercial acumen and experience driving revenue through customer channels and sales enablement.
Demonstrated success delivering transformation initiatives and continuous improvement programs.
Exceptional communication, interpersonal, and negotiation skills.
Strategic thinking, with the ability to set a vision and lead a team towards its achievement.
Strong problem-solving skills and the ability to handle complex, high-pressure situations.
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