Customer Experience Manager

6 days ago

Sydney, New South Wales, Australia SG Fleet Full time
About the Role

This is a key leadership position within SG Fleet, responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. The successful candidate will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence within the organization.

Key Responsibilities
  • Manage the VoC function, including day-to-day management of the team, complaint management process, and customer feedback capture.
  • Provide excellent leadership and people management to the VoC team, focusing on driving performance, collaboration, and team members' growth and development.
  • Draw insights from customer comments, complaints, and feedback to understand customer wants and needs, and generate reports for business stakeholders on customer experience, trends, and issues.
  • Establish robust mechanisms to gain customer feedback on interactions with transactional touchpoints and customer service centers.
  • Identify and report on pain points and moments that matter across customer journeys, and contribute to the improvement of the customer experience.
  • Monitor the management of the complaints handling process to ensure best practice is adhered to, and maintain the internal complaint handling policy and procedures.
  • Stay updated on best practices, trends, and technologies in customer service and experience.
  • Be the leading VoC advocate, driving customer experience improvements throughout business-as-usual processes and new projects and initiatives.
Requirements
  • Previous team leadership and mentoring experience, including setting team goals, driving performance, and coaching to exceed KPIs.
  • Ability to manage competing expectations and priorities in a harmonious manner, ensuring business strategic initiatives are met.
  • Experience in setting up and running a voice of customer function or equivalent across multiple business units.
  • Proven experience in advanced customer data analysis to identify trends and generate insightful reporting.
  • Knowledge of surveys, EDM, and data analysis tools, including PowerBI.
  • Effective management and engagement of key stakeholders at all levels, including executive team level.
  • Proven experience building strong customer relationships and efficiently communicating internal and external voices.
  • Exceptional influencing skills to inspire teams to deliver at their best.
  • Exceptional communication skills and the ability to communicate appropriately at all levels of the organization.
  • Strong situational analysis and decision-making abilities.
  • Self-starting with excellent personal time management and prioritization skills.
  • Tertiary qualification in Business, Technology, Information Systems, CX/UX design, or a related discipline.

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