Customer Experience Manager

2 months ago

Melbourne, Australia YETI Full time

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD.

We are looking for a Customer Experience Manager to support our Australian and New Zealand business. The Customer Experience Manager will provide support to the Australia team in a variety of capacities including but not limited to; providing support the Customer Service team as they execute daily customer enquiries, provide support to our Operations and Ecommerce teams to improve our end consumer experience, and assist with overflow of enquiries where required. This is a highly cross functional support position which will work closely with Ecommerce, Sales, Operations, Finance and Marketing, and be a sup-port system as we grow the brand in Australia and New Zealand.

You are someone with good organizational skills that allow you to stay on top of multiple items at the same time and can switch direction. You are the consummate team player. There is no task or project too big or too small for you - you attack them all with passion, creativity, a positive outlook, and attention to detail. You raise your team up, always jumping in to help no matter what the task. You know service excellence like the back of your hand and are able to handle most escalated situations.

**Responsibilities**:

- Provide support and assistance to Customer Service team where required, acting as the escalation point on complex customer issues
- Provide support to your team by handling the overflow of customer enquiries, acting with high ownership, including but not limited to:

- Explaining product features and attributes
- Educating customers on best practices to maximize the use of YETI products
- Troubleshooting product performance issues with customers to minimize returns of first-quality products
- Processing customer returns, warranty claims and assisting with product registrations
- First response to marketing and New Dealer enquiries
- Inventory availability
- Resolve complex or unusual requests or problems that require a customized solution and response
- Work closely with the Ecommerce team to provide insight from the customer's perspective
- Identify opportunities for enhancement and work with cross functional teams on various experience improvement projects
- Work closely with the Operations team to resolve inventory discrepancies and help in closing outstanding inventory cases
- Operate a high level of productivity, leading the way in the team's KPIs
- Provide insightful feedback and reporting on a weekly basis

**Qualifications and Attributes**:

- High school certificate required
- Experience in a similar role within a product-based business is preferred
- Experience with a retail or wholesale background is preferred
- Previous people management experience preferred, but not essential
- Strong interpersonal and influencing skills
- Proven experience working in a fast-paced high-volume environment
- Ability to prioritize and develop processes to do work efficiently and effectively
- Strong written and verbal communication skills
- Proficient with basic computer skills
- Proven experience working in a fast-paced high-volume environment
- Be a steward of and maintain the YETI Brand
- Must be a team player, able to work within tight deadlines on multiple projects in a fast-paced environment, while maintaining a positive attitude
- Optimistic, energetic and collaborative

**YETI is proud to be an Equal Opportunity Employer.**

LI-AV1 #LI-Hybrid

YETI Global Workforce Data Privacy Notice

  • Experience Leader

    1 month ago

    Melbourne, Australia GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...

  • Experience Leader

    2 weeks ago

    Melbourne, Australia GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...

  • Experience Leader

    1 week ago

    Melbourne, Australia GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...

  • Experience Leader

    5 days ago

    Melbourne, Victoria, Australia GrowPro Experience Full time

    About usWe are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad.Your functions Welcoming students in local coworking (includes airport pick up service) Negotiation with local partners (related to events and destination activities) Identifying...

  • Change Manager

    5 days ago

    Melbourne, Victoria, Australia Intrepid Experience Full time

    Select how often (in days) to receive an alert: Create Alert Application Close Date: 31st of May 2024 Intrepid Travel was born in 1989 with the simple mission to create positive change through the joy of travel.More than 34 years later, we're proud to be a certified B Corp with more than 1000 small group trips in over 120 countries. After all these years,...

  • Customer Experience Manager

    5 days ago

    Melbourne, Victoria, Australia imc information multimedia communication AG Full time

    As a Customer Experience Manager (w/m/d) for our flag product the imc Learning Suite, you will play a pivotal role in ensuring the success and satisfaction of our clients. You will be responsible for overseeing customer success activities, facilitating product enablement for clients, and fostering vibrant communities among customers to exchange best...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Australia JV Recruitment Full time

    Position Description Customer Experience Manager Generated by Your HR System 27th Oct 2023 Position Purpose To proactively increase customer satisfaction and loyalty, ensuring interactions meet TDH needs and visions KPI's Customer Experience Customer Satisfaction Productivity Alignment with goals of the organisation Staff Retention Response times...

  • Customer Experience Manager

    4 days ago

    Melbourne, Australia ANZ Banking Group Full time

    **Req ID**: 69825 **Department**: Business Proposition and Marketing Cluster **Division**: Australia Retail **Location**: Melbourne About Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. About the Role As a Customer Experience...

  • Manager Customer Experience

    4 weeks ago

    Melbourne, Australia Melbourne Water Full time

    **Job Number**: - 978193 **Work type**: - Permanent Full Time **Location**: - Melbourne - Docklands **Categories**: - Communications, Education & Marketing **Our Organisation**: At Melbourne Water we love water and love life. What we do makes a vital contribution to Melbourne’s famous lifestyle. We achieve this by supplying high quality drinking...

  • Program Manager

    5 days ago

    Melbourne, Victoria, Australia Intrepid Experience Full time

    Select how often (in days) to receive an alert: Create Alert Application Close Date: 31st of May 2024 Intrepid Travel was born in 1989 with the simple mission to create positive change through the joy of travel.More than 34 years later, we're proud to be a certified B Corp with more than 1000 small group trips in over 120 countries. After all these years,...

  • Manager Customer Experience

    2 months ago

    Melbourne, Australia Charterhouse Full time

    Experienced customer experience manager to lead a team driving day to day operations and sales whilst ensuring a first class customer experience - **Manager Customer Experience**: - **Vehicle Leasing with a unique product**: - **Innovative and fast-growing firm**: - **Monday - Friday with an occasional Saturday**: - **Initial maternity leave...

  • Customer Experience Manager

    5 days ago

    Melbourne, Victoria, Australia JV Recruitment Full time

    Position DescriptionCustomer Experience ManagerGenerated by Your HR System 27th Oct 2023Position PurposeTo proactively increase customer satisfaction and loyalty, ensuring interactions meet TDH needs and visionsKPI'sCustomer ExperienceCustomer SatisfactionProductivityAlignment with goals of the organisationStaff RetentionResponse times for client...

  • Customer Experience Manager

    3 weeks ago

    Melbourne, Australia Open Colleges Full time

    Teaching - Vocational (Education & Training) - Join a leading online education provider, inspiring minds and changing lives. - Build and lead a highly engaged student & work placement support function and manage a contact centre achieving high productivity and excellent student outcomes. - Flexible hybrid working (minimum 3 days in the office) **About our...

  • Customer Experience Manager

    1 week ago

    Melbourne, Australia Datacom Full time

    Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. About the Role (your why) As an Experience Manager, you will drive the strategy, design, and implementation of customer experience initiatives for our...

  • Customer Experience Manager

    4 weeks ago

    Melbourne, Australia Kinetic Full time

    **About us**: Join Kinetic, a globally recognised transport network across Australasia, the UK, Europe & Asia with bus and rail operations keeping people moving and cities and communities connected. We are Australasia's biggest bus network, with over 100 long-term contracts in local communities, a team of 7400 passionate people and a fleet of 5000 buses,...

  • Manager, Customer Experience

    2 months ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Location**: NSW- Sydney inner, VIC- Melbourne CBD - **Fast-paced, diverse, challenging and high profile leadership role**: - **Use your passion and expertise to drive positive outcomes for our customers**: - **Newly created role in an exciting and busy part of NAB** **It’s more than a career at NAB. It’s about more...

  • Customer Experience Manager

    3 weeks ago

    Melbourne, Australia Specsavers AU Full time

    Contract TypeFull time, Permanent RegionMelbourne (Support Office) Job FamilySupport Office|Job Category Retail Operations by‍14/05 2024 What you'll do **Customer Experience Manager** At Specsavers, we know that to be your best and reach your full potential you need to work somewhere that will bring out your best. We pride ourselves on offering a...

  • Manager Customer Experience

    2 months ago

    Melbourne, Australia Charterhouse Full time

    **Manager Customer Experience**: - **Vehicle Leasing with a unique product**: - **Innovative and fast-growing firm**: - **Monday - Friday with an occasional Saturday**: - **Initial maternity leave contract** **About the Company** ASX listed organisation, operating across Australia and New Zealand with offices in every state, operating within the motor...

  • Customer Experience Manager

    5 days ago

    Melbourne, Victoria, Australia Open Colleges Full time

    Teaching - Vocational (Education & Training) Join a leading online education provider, inspiring minds and changing lives. Build and lead a highly engaged student & work placement support function and manage a contact centre achieving high productivity and excellent student outcomes. Flexible hybrid working (minimum 3 days in the office)About our...

  • Customer Experience Manager

    5 days ago

    Melbourne, Victoria, Australia IPAR Full time

    Company DescriptionIPAR is a national provider of health and work solutions. Our allied health professionals across Australia support people with injury, illness, or disability to reach their health, wellbeing, and employment goals.At IPAR we're always encouraging our team to find more effective solutions in everything we do. That's why we lead the way in...