Head Of Customer Experience

4 days ago

Melbourne, Victoria, Australia MiTek Australia Full time
Mi Tek Asia Pacific is part of the world-wide Mi Tek group, a company focused on providing integrated Software, Services, Engineered Products, and Automated Solutions for the building industry worldwide, and empowering its customers to improve the way they design, make, and build.
Working in partnership with thousands of Builders and licensed Mi Tek fabricators around the globe, it is a proud member of the Berkshire Hathaway Group of Companies.
Mi Tek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction.
We advocate, teach, and celebrate as a partner at all levels of the building process.
Role Description Reporting regionally into the Sales Director, the Head of Customer Experience has overall responsibilities of the Customer Support operation which includes field support, helpdesk support, and software distribution.
We are looking for a strong leader to optimize team dynamics, lead a high-performing team, and ensure alignment with organizational goals.
Managing a team across Australia and New Zealand, the Head of Customer Experience will be responsible for cultivating a culture to collaborate, innovate, and strive for continuous improvement.
Accountabilities Tailoring customer experience strategy for region and country business objectives.
Collaborate with internal and external stakeholders.
Understand customer requirements and expectations, and deliver exceptional service.
Set and monitor KPIs and take accountability for team performance.
Identify improvement opportunities required to support customer needs, and coordinate with internal and external resources to ensure systems and processes are supporting desired outcomes.
Coordinate with internal resources to ensure training content is effective and implemented within the team.
Review performance, facilitate career planning and development, and encourage growth for team members.
Responsible for customer-facing teams including software support (helpdesk & field), engineering support, automation support, and customer service.
Engage on customer issues that are escalated from teams and stakeholders.
Customer Experience Operations Establish target service level metrics that exceed customer expectations of helpdesk wait times, first-time resolution, and onsite support/training.
Collaborate with the global CX team to build and refine processes, digital solutions, design and deployment, and establish global coverage and support opportunities on alike technology.
Provide guidance to CX leaders and teams to establish consistent training, goal setting, and career development.
Deliver monthly reports on metrics achieved to various internal stakeholders and customers.
Provide oversight on scheduling of CX tech services and engineering team in field and helpdesk coverage.
Provide yearly performance reviews of direct reports and provide guidance to leaders to ensure a consistent approach.
Approve and manage expense reports.
Skills and Abilities: Bachelor's degree in a related field required.
Customer Service experience required, including sales, education, promotion, and support.
Experience implementing business strategies and continuous improvement.
Leading and developing a team and projects.
Able to use Microsoft Office Applications.
Additional Requirements 20% of time traveling as needed.
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