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Customer Experience Manager

5 months ago

Perth, Australia ABN Group Full time

**Customer Experience Manager**:

- 492799
- Perth
- Customer Service/Call Centre
- Management
- Full-time (Permanent)
- Add to favourites Favourite View favourites

**Who are we?**

Homebuyers Centre is the market-leading, volume residential builder in WA and proudly part of the ABN Group - Australia’s leaders in construction, property, and finance.

We pride ourselves on delivering a quality product and an excellent customer experience, having helped over 40,000 first home buyers achieve their dream of homeownership. With our success being attributed directly to the quality and passion for our people, we’ve built our reputation as one of Australia’s most reliable and innovative first home builders, specialising in modern and affordable house and land packages across Perth.

**Where do you come in?**

We have an exciting opportunity for an experienced Customer Experience Manager. We are seeking someone with outstanding communication skills, a detail orientated mindset and passion for the customer journey who is NPS results driven.

The human we are seeking should be highly experienced in building and fostering a variety of internal and external stakeholder relationships, is adaptable, a quick learner, and is highly skilled in identifying and developing customer experience solutions. Being able to respond quickly and professionally to customers and being able to drive consistency in delivery to drive the exceptional customer experience will be crucial to the success of the individual.

Some of the duties of this role include:

- Develop, align, and manage the Customer Experience Strategy for Homebuyers Centre, in support of the ABN Group Strategy to create a holistic and seamless customer experience journey.
- Define, explain, and advocate the Homebuyers Centre Customer Experience Strategy.
- Support user engagement with relevant programmes through best practice training, feedback, and improvements
- Facilitate the framework and training for surfacing of insights and opportunities for the business
- Lead the ongoing transformation of the business and integrate the online customer services and face-to-face touchpoints together in a way that accelerates and deepens customer relationships
- Build and consolidate a comprehensive view of the customer segments and profiles
- Ensure the best possible customer service experience for clients in line with desired business outcomes
- Relentless focus on job starts and preconstruction
- Assist in the development, implementation, and ongoing review of departmental procedures to achieve Preconstruction and Prestart team targets in line with company goals and vision

**What will you bring?**
- Strong customer focus - ability to analyse data and present trends, understand root cause and drive improvements to enhance customer experience
- Experience in coaching and development of a high performing team
- Exceptional communication skills - both written and verbal
- Ability to clearly articulate messages to a variety of audiences
- Ability to influence others and move toward a common vision or goal
- Demonstrated organisational and prioritising skills
- Demonstrated experience in providing exceptional customer service to multiple stakeholders simultaneously
- Works well under pressure and have a professional presentation

**Why ABN?**

At ABN we are always on the lookout for great people. People with initiative, ambition, proven skills and a passion for what they do.

Some of our employee benefits include:

- In-house discounts
- Flexible working arrangements
- Opportunities to grow your career
- Paid parental leave for primary and non-primary carers
- Dedicated wellness programs
- Discounted private health insurance