Customer Experience Manager

3 weeks ago

Sydney, Australia Symbion Full time

**Job no.**: 494507

**Work type**: Full Time Permanent

Leadership of the Australian based Customer Service and Marketing Team to deliver exceptional customer engagement and positive experiences to both internal and external customers.
**Summary**:

- Opportunity to join a great team environment
- Full Time Permanent Position
- Join an ASX listed company

**About Us**:
EBOS Healthcare is a subsidiary of the EBOS Group. With almost 5,000 employees in 109 locations across Australia, New Zealand, and Southeast Asia, EBOS Group is the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products. It is also a leading marketer and distributor of recognised animal care brands.

EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.

**The Opportunity**:
The Customer Experience Manager is responsible for implementing customer focused initiatives that deliver positive business results while improving the efficiency of Customer Service and Marketing Team resource utilisation.

**What you will do**:
Providing strong leadership and guidance to the Customer Service and Marketing Team Leaders and their staff, this role will work closely with sales, operations, and finance to ensure a seamless approach to the delivery of exceptional customer experience across Australia. Through the effective utilisation of a central telephony system, new CRM, new marketing automation system, website functionality, and ERP, the Customer Experience Manager will build a cohesive service-oriented function that works across all regions and business units. This leader will also engage with the New Zealand Country Manager and the New Zealand Customer Service Team Leader to encourage consistency in continuous improvement initiatives, such that the two customer service teams retain operational process and key performance alignment.

**What we are looking for**:

- Current leadership experience involving the management of cross-functional teams including customer service and/or marketing.
- A history of successful collaboration, working with marketing, customer service and sales teams to create positive customer experience journeys.
- Change management experience through either implementation of a new CRM, ERP, or other computer-based system and/or integration of multiple teams into one discipline.
- Relationship development and mentoring of Team Leaders.
- Coaching & management of staff
- Business planning and performance
- Commercial understanding
- Emotional intelligence
- Tertiary qualifications in a related field including but not limited to a Certificate IV in Leadership and Management, Bachelor of Commerce etc.

While not essential, desirable attributes include:

- Senior Management Experience
- Strategic planning
- Advanced analytics
- SAP, Genesys, SalesForce, Pardot experience

**Why us?**

This is a unique opportunity to work in a company where you are valued, given the recognition you deserve and suitably rewarded for your hard work.

Other benefits include:

- Employee Share Plan
- Company Paid Parental Leave
- Employee Assistance Program for Mental Health Wellbeing
- Staff Awards
- Employee Referral Program
- Health Insurance Discounts
- And More

EBOS Group are committed to developing and creating an inclusive workplace that embraces and celebrates diversity and inclusion.

If you believe that you have the necessary attributes to succeed in this challenging and rewarding role***

**_ No Agency Assistance Required._**

**Advertised**: 09/05/2024 AUS Eastern Standard Time

**Applications close**: 06/06/2024 AUS Eastern Standard Time

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