Customer Experience Manager

2 weeks ago

Sydney, Australia GrainCorp Full time

**About our team**
What did you have for breakfast today? Whether it’s the flour in your toast or the grain in your cereal, it’s highly likely that GrainCorp helped get it onto your plate As we find new ways to connect rural communities with food, animal feed and industrial customers around the world, we are proud to say we’re leading the way in sustainable agriculture.

**About the role**
Reporting to our Head of Customer Experience and ideally based in our Sydney Head Office - we are seeking a Customer Experience Manager to join our small but mighty Innovation and Growth team. This role is offered on a hybrid working pattern of 3 days in the office and 2 days from home. We are flexible on location - so if you are not based in Sydney we are happy to have a chat about where would suit you best

Your mandate for this newly created position is to raise the experience of GrainCorp customers via improvement of customer data, journeys, processes, and communication tools. Other key responsibilities of this role are;
- Continuously providing input into CX vision and strategy to ensure alignment with evolving business objectives
- Work hand in hand with business units to assist them in executing customer communication solutions grounded in customer data and insights
- Lead GrainCorp’s transition to a digital-first omnichannel customer communication strategy
- Lead CX input into System Transformation change program including defining and improving customer journey and customer-impacting processes
- Improve GrainCorp’s ability to analyse customer level data across business units
- Devise and execute plan to democratise customer insights across organisation from ELT through to operational front line
- Enhance GNCs ability to understand current and prospective customers including input into future segmentation and go to market approaches.
- Work with broader Innovation and Growth teams to provide CX lens on all initiatives

**About your experience**
- Experience in improving tandem digital and physical experiences including the development of omnichannel solutions.
- Curiosity in emerging technology that has impact on the customer
- Understanding of customer experience fundamentals inc. how to develop and use customer insights to improve business operations
- Hands-on experience with customer relations with ability to use frameworks and models
- Developing deep insights into stakeholder business operations and strategic priorities
- Can set realistic expectations and deliver against those in a collaborative manner
- Communicates progress proactively and manages relationship for success

**Ready to apply? / How do you apply?

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