Customer Experience Manager

3 weeks ago

Adelaide, South Australia at Full time

Add expected salary to your profile for insights

We are a leader in supplying premium maintenance consumables to companies operating mobile and fixed assets in the mining, quarry, infrastructure/civil, and oil & gas industries. We are passionate about making life easier for people in these industries through the continuous improvement of systems and processes.

The Role

We are seeking an experienced and driven professional to join our team as the Customer Experience Manager. This role offers an exciting opportunity to lead in delivering unparalleled customer satisfaction.

Reporting to: Internal Sales Manager

Key Responsibilities

  • Increase existing customer account penetration and grow wallet share
  • Manage and oversee call management and order processing functions
  • Assist with improvements for ERP & CRM systems
  • Continually improve customer satisfaction (NPS)
  • Develop and implement training plans
  • Oversee complaint management
  • Maintain an overview of sales orders and inbox
  • Liaise between sales team and operations
  • Manage and update Standard Operating Procedures (SOPs)
  • Maintain daily phone operations, including call queue
  • Conduct outbound calls to nurture existing customers
  • Follow up on quotes and keep team members accountable to KPIs

Ideal Candidate

  • You love customers and will always go the extra mile
  • Outstanding attention to detail
  • Calm under pressure, solutions focused
  • Passion for streamlining and implementing process improvements
  • Highly organized
  • Proven punctuality, reliability, and accountability
  • Strong team player
  • Excellent salary
  • Profit-sharing based on company EBITDA performance
  • Exposure to various business functions
  • Opportunity to drive positive change in a dynamic, family-owned business
  • Free lunch Fridays
  • Passionate team environment

Ideal Selection Criteria

  • Minimum 3 years of experience in Customer Service Management
  • Experience leading a team of 5+ people
  • Understanding of Lean principles (preferred)

How to Apply

If you believe you're the right fit for this role and are excited about making a real impact, we'd love to hear from you. Apply now with your resume and a cover letter detailing your relevant experience and why customer experience is important to you.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a Customer Experience Manager?
  • How many years of people management experience do you have?
  • Have you worked in a call centre before?
  • Which of the following Customer Relationship Management (CRM) systems do you have experience using?
  • Do you have experience in a sales role?
  • Do you have order processing experience?
  • Do you have customer service experience?

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

What can I earn as a Customer Experience Manager

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