Customer Engagement Manager

4 months ago

Melbourne, Australia Camp Australia Full time

At Camp Australia, children are at the heart of everything we do. We guide children’s growth before school, after school and on their holidays. Our engaged educators foster a safe, inclusive environment where children can relax, have fun and grow.

We partner with government, independent and religious schools across Australia. As every school is different, and every child is unique, we tailor our programs to consider each school, their community, their parents and children. We are continually improving the quality of our service delivery as we strive to deliver Service Excellence every day, every session.

We created our new values: courage, gratitude, respect, joy and belonging, by listening to the voices of everyone in our team, and they speak to who we aspire to be and how we act toward each other. Our values ensure we put people at the heart of our organisation and everything we do. At Camp Australia, we are building a culture that makes CA the best place to do the work our team loves

**ABOUT THE ROLE**

The Customer Engagement Manager is the customer champion of Camp Australia and oversees the Customer Care Team to drive high quality customer support to our families across the country. The Customer Care team provide support across an array of enquiries including bookings, billing enquiries, complaints, and assistance with the child care subsidy. The team consists of 3 direct reports based in Australia and 35 indirect reports based in our Global Support Centre in the Philippines.

In addition to leading a high performing team the Customer Engagement Manager is key to driving enhanced customer satisfaction, loyalty, and retention. Developing and implementing strategic initiatives to remove points of friction will assist in driving profitable growth and high performance.

**WHAT WE ARE LOOKING FOR**
- Proven experience in leading strategic change and implementing strategies that enhance the customer experience.
- Excellent understanding of what an exceptional customer journey looks like and the desire to achieve it.
- Excellent verbal and written communication skills, ability to build trust with internal and external stakeholders.
- A data-driven, results-oriented approach to increasing customer satisfaction and efficiency.
- Experience in childcare sector, knowledge of childcare billing and the childcare subsidy an advantage (not essential).
- Desire to make a differences in the lives of children and families across Australia.

**BENEFITS**

Our team is our greatest asset, so you will be joining a friendly and supportive one who are passionate about Guiding Childrens’ Growth. We are the leader in our field and our plans to grow will provide career development opportunities for those looking to grow with us. We offer a competitive salary package, paid parental leave, and wellbeing days to ensure our team feel appreciated and supported.

**HOW TO APPLY**

If this exciting opportunity is for you,** **by submitting your current CV along with a cover letter explaining your suitability for this position.

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