Customer Experience Manager

2 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

  • Consultant

    1 week ago

    Surry Hills, Australia Disrupt Experience Full time

    **About Us** At Disrupt Experience, our purpose is to create innovative customer experiences, integrating the physical and digital journeys. We are a small but fast-growing successful start-up (now in our 7th year) servicing a range of ASX Top 100 clients. With the imminent launch of several new products and recent expansion into the US market, this is an...

  • Marketing Manager

    1 week ago

    Surry Hills, Australia WLiving Full time

    **Marketing Manager - BIG W | Customer Experience - Lead the creation & delivery of engaging BIG W customer experiences digitally and in-stores - Coach and mentor a small team to deliver strong brand experiences to our customers - Surry Hills Location with hybrid working arrangements **Welcome to the BIG W Team** It’s the start of something bigger. There...

  • Customer Success Manager

    4 weeks ago

    Surry Hills, Australia Audience Republic Full time

    Audience Republic is an all-in-one CRM and marketing platform built for events and venues. We work with some of the biggest names in the world—powering events featuring artists like Taylor Swift, Paul McCartney, Post Malone, Elton John, RÜFÜS DU SOL, ODESZA, and Flume. We’re a fast-growing B2B SaaS startup, having raised $12M in funding, and we’re...

  • Customer Service Manager

    1 week ago

    Surry Hills, Australia Bannister in Home Care Full time

    Bannister in Home Care is currently recruiting a Customer Service Manager to join our Sydney based team. Bannister In Home Care delivers in-home support services to clients with varied needs due to ageing, acquired or inherited disability or injury. Bannister In Home Care provides services on behalf of the Australian Government and must comply with...

  • Customer Success Manager

    2 weeks ago

    Surry Hills, Australia Safewill Full time

    **Our Story***: At Safewill, we’re transforming end-of-life planning in Australia by making it more affordable, personal, and accessible for everyone. Since launching, we’ve grown rapidly to become one of the country’s fastest-growing tech companies, backed by leading investors such as Westpac’s Reinventure Fund, Carthona Capital, and Flying Fox...

  • Manager, New Customer Audience

    2 weeks ago

    Surry Hills, Australia News Corp Australia Full time

    **What’s the role?** Responsible for driving end to end customer journeys to achieve new audience growth volume and revenue aspirations. This includes effectively partnering with cross functional teams including stakeholders from TDD (Tech & Product), Consumer (News Advance, Audience & Customer Engagement) and Editorial to deliver engagement, retention...

  • Digital Customer Success Manager

    3 weeks ago

    Surry Hills, Australia News Corp Australia Full time

    Exciting opportunity for a Customer Success Manager to ensure customers achieve maximum value out of their digital advertising journey with News. **What’s the role?** - Assist in the development, implementation and roll out an ongoing customer engagement program for the News Connect marketing intelligence platform - Help to build an approach to establish...

  • Assistant Marketing Manager

    1 week ago

    Surry Hills, Australia Brand & Marketing Full time

    **Assistant Marketing Manager - BIG W | Customer Experience - Create & deliver engaging BIG W customer experiences digitally and in-stores Surry Hills Location with hybrid working arrangements **Welcome to the BIG W Team** It’s the start of something bigger. There are over 15,000 of us, in the biggest cities and the tiniest towns and for over 50 years...

  • Head of Customer Service

    2 weeks ago

    Surry Hills, Australia DesignCrowd Full time

    **Position Title**: Head of Customer Service - DesignCrowd Pty Ltd_ **Salary**:$140,000 + 10.5% Superannuation DESIGNCROWD is looking for an experienced HEAD OF CUSTOMER SERVICE for an immediate start. This position is a full-time ongoing position, working 38 hours per week based in Surry Hills, NSW. **About Us** Our company operates across the world...

  • Member Experience Specialist

    1 week ago

    Surry Hills, Australia Police Bank Full time

    Police Bank is one of Australia’s fastest growing Mutual Banks. We are a progressive, purpose-driven financial institution, and we pride ourselves on offering a competitive range of financial products and services, all of which have been created with the needs of our members at front of mind. **About the role** - Utilise your existing customer service...

  • Customer Success Lead

    2 weeks ago

    Surry Hills, Australia Safewill Full time

    **Our Story**: At Safewill, we’re reshaping end-of-life planning in Australia, making it more affordable, personal, and accessible for all. Since our launch, we’ve grown rapidly to become one of the country’s fastest-growing tech companies. Backed by leading investors like Westpac’s Reinventure Fund, Carthona Capital, and Flying Fox Ventures, we’re...

  • Digital Customer Success Lead

    2 weeks ago

    Surry Hills, Australia News Corp Australia Full time

    Leveraging your digital expertise in performance channels, you will coach and mentor a team of client-facing digital professionals to deliver successful outcomes for our customers in line with their business goals. You will lead by example, working with another Team Leader collaboratively creating an engaging and high performance team culture to help News...

  • Customer Success Coordinator

    2 weeks ago

    Surry Hills, Australia News Corp Australia Full time

    We are proud to be Australia’s most impactful media group, we’re even prouder of what we stand for. _ - Together, we inform, advocate and inspire all Australians, for a better Australia. _ - With over 150 brands across news, sport and lifestyle, backed by a team of more than 5,000 dedicated people across the country, News Corp Australia is trusted by...

  • Technical Customer Support Specialist

    2 weeks ago

    Surry Hills, Australia Evergen Full time

    **Company Description** Evergen is the software engine powering a network of distributed energy resources (DERs), often referred to as a "virtual power plant" (VPP). We coordinate batteries and other OEM technologies to work together seamlessly, supporting the electricity grid while enabling greater adoption of renewable energy and delivering additional...

  • Customer Service Representative

    2 weeks ago

    Surry Hills, Australia Talent International Full time

    **Job Details**: **Location** Surry Hills **Salary** Up to AU$65000 per annum + + Super **Job Type** Full Time **Ref** BBBH101710_1684114406 **Contact** Saqib Zia **Posted** about 1 hour ago Our client works with leading pharmaceutical and medical practices across Australia, and they are looking to grow with customer care enthusiasts to be part...

  • Customer Success Officer

    2 weeks ago

    Surry Hills, Australia News Corp Australia Full time

    **What’s the role?** - Work within a first class omnichannel support operation, effectively managing high volumes of customer enquiries, keeping excellent customer satisfaction at the core of every decision and behaviour - Ability to effectively manage a diverse range of issues from billing, login and technical issues to queries around digital advertising...

  • Customer Operations Specialist

    1 week ago

    Surry Hills, Australia Langton's Full time

    **Company Description** LANGTONS is a luxury lifestyle brand and the fine wine market leader in Australia. Established in Melbourne in 1988 as a specialist wine auction house, LANGTONS has evolved to encompass digital auctions and retail, a wine broking service, and a private wine exchange. Working with an extensive network of winemakers, negociants and...

  • Internal Sales/customer Service/administrator

    2 weeks ago

    Surry Hills, Australia Nook Collections Pty Ltd Full time

    Are you an enthusiastic and organised individual with a passion for delivering exceptional customer service? Do you thrive in a dynamic environment where you can showcase your multitasking abilities? We're seeking a proactive and detail-oriented Internal Sales/Customer Service/Administrator Rockstar to join our team and contribute to the seamless operation...

  • Customer Service Officer

    3 weeks ago

    Surry Hills, Australia Safewill Full time

    **Our Story** Since launching in 2019, Safewill has become one of the fastest growing technology companies in Australia. Each year we help tens of thousands of Australians to think about their end of life plans, and are empowering people to navigate some of the most difficult - and meaningful - moments of their life. Having completed our Series A capital...

  • Customer Care Specialist

    3 weeks ago

    Surry Hills, Australia Lawpath Full time

    **Come join our mission** At Lawpath, we're revolutionising the way legal and accounting services are delivered! As Australia’s largest online platform for Legal, Accounting, and Business Support, we’ve helped over 400,000 businesses save more than $100 million in fees! Join our dynamic team and be part of a company that is transforming the legal and...