Customer Experience Manager

3 weeks ago

Surry Hills, Australia Aje. Full time

Based from the Sydney Head Office, the Customer Experience Manager will ensure customers are at the heart of the omnichannel experience and be responsible for championing exceptional customer experiences. The Customer Experience Manager will maintain a strategic approach towards both day-to-day management and visionary goals, and act as the ‘voice of the customer’. By identifying, analysing, and responding to customer and team feedback, exceptional customer satisfaction is achieved.

The Customer Experience Manager will work cross-functionally and collaboratively with different teams and multiple channels to improve internal processes, technology, supplier partnerships and operations to positively impact the customer and team experience. Responsibilities include the leadership and development of eight Customer Care representatives. This is an exciting opportunity to work across the three distinct brands across The Collective’s portfolio.

**KEY RESPONSIBILITIES**

**PEOPLE**
- Management of the Customer Care team, fostering an environment that exhibits Aje values and creates a friendly, upbeat atmosphere where customer service is consistent with brand standards.
- Manage the productivity of the Customer Care team through the communication of clear expectations on a weekly basis with regular progress conversations and completing the annual appraisal process.
- Regularly review the roster in line with HR requirements to drive business and customer performance.
- Introduce resources which will support day-to-day efficiencies as well as skill development of the team.
- Maintain staff retention and internal progression through regular training and development plans.
- Working collaboratively with key internal stakeholders to ensure a smooth omni-channel experience.

**CUSTOMER**
- Utilise internal customer insights to drive strategic and operational improvements in the customer experience across loyalty, multiple channels, collective brands, product, sales and service.
- Motivate the Customer Care team to exceed defined KPIs and encourage high customer satisfaction.
- Responsible for resolving customer complaints quickly and with empathy, ensuring key stakeholders are informed and engaged to provide long-term business solutions.
- Responsible for taking an active role in finding solutions and influencing cross-functional teams to ensure customer enquiries are resolved in a timely manner.
- Support with copywriting and tone of voice projects and macros in relation to customer communications across Gorgias and Social Channels to support business activity and brand tone of voice.
- Work closely with the Social Media Manager to build strategic community management plans.
- Actively promote omni-channel conversion and business performance through the use of Find In Store, Click & Collect, Ship from Store and creating desire during all relevant customer communications.

**OPERATIONS**
- Implement efficiency-led processes across customer interaction, solutions, and voice systems.
- Maintain close working relationships with the Head of Trade Operations and Head of Ecommerceto improve processes that achieve greater customer outcomes, reply and resolution times.
- Provide feedback directly to the Ecommerce team on opportunities discovered on the websites.
- Research, propose, implement and manage software or 3rd party tools to improve Customer Service.
- Maintain relationships across logistics and warehouse partners actively seeking process improvement.
- Responsible for maintaining up to date knowledge of industry trends and new technologies.
- Project management / change management planning related to future integrations.
- Ensure compliance with local and international consumer laws and privacy acts.
- Knowledge across ACCC and Consumer Law Guidelines.

**REPORTING**
- Review, monitor and report on team performance inline with Customer Care KPI's and highlights
- Regular competitor analysis and commentary around market leading opportunities
- Complete regular post-action reviews for presentation to Channel Leads and relevant senior stakeholders, highlighting successes, key learnings and further action required
- Integrate feedback and analyse data across multiple customer channels to generate compelling customer narratives and feedback to appropriate business stakeholders
- Collate and share trending observations and customer feedback with relevant

**Y**OU WILL BRING**
- 2+ years experience in a Senior Customer Service position.
- A minimum of 5+ years working in a Customer Service team.
- Passion for motivating teams to exceed individual, team and customer goals.
- A passion for operational excellence and inherent curiosity to understand business systems.
- Flexibility with rostered hours to meet the demands of the role to support business performance.
- Proven stakeholder engagement both at a senior level and from your direct team.
- Experience working closely with third party logistics suppliers and warehouse

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