Cx Communications Lead

6 months ago

Cremorne, Australia Accent Group Full time

Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 750+ stores, 34 brands and over 30+ online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy

Why work at Accent Group?
- Generous Team Member Discounts off Accent Group brands
- Discounted Gym Membership & Healthcare
- Access our to Employee Assistance Program
- Paid Parental Leave and many more

**The Role**:
We have an exciting opportunitity for a CX Communications Lead to join our team The CX Communications Lead will be responsible for managing all Communications including customer facing Help Centre creation and maintenance, proactive communications, Self-Service reporting and performance, Flow Builder creation and maintenance, as well as participating in supporting business-wide projects.

**Key responsibilities will include**:

- Maintain, manage, and continuously optimise self-serve touchpoints

(IVR, Help Centres, flow-builder of widget, webforms etc).
- Assist the CX Systems and Communication Manager to develop and implement a self-service strategy for Customer Experience designed to further company objectives.
- Build and generate weekly reporting to include notable trends, actionable insights, and action points.
- Maintain and manage and optimise help centre creative resources library and cosmetic assets, which include design templates, brand elements and brand section of the Help Centre.
- Serve as the main point of contact for Customer Communications for Customer Experience.
- Assist the CX Systems and Communication Manager to develop and implement a communications strategy for Customer Experience designed to further company objectives.
- Establish strong working relationships with relevant internal and external stakeholders.

**To succeed in this role, you will need to have**:

- Experience using Zendesk Agent Workspace is desirable.
- Technically savvy across several systems/apps or an ability to pick up and understand systems quickly.
- Experience using Microsoft O365.
- 2+ years demonstrated experience in a fast-paced CX environment.
- Experience in delivering blended learning solutions across multiple mediums
- Strong Communication skills with direct team members and other teams within the business.
- Affiliation with Accent Group Core values and “Make It Happen” attitude.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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