Customer Experience Manager

8 hours ago

Sydney, New South Wales, Australia Standards Australia Full time
About the Role

The Customer Success Manager is a key position within Standards Australia, responsible for delivering exceptional customer experiences across the organization. This role focuses on building customer-centric capabilities and driving performance within the customer success team.

Key Responsibilities
  • Develop and implement a robust customer excellence delivery infrastructure to ensure a first-class customer experience.
  • Design and execute integrated customer engagement and communication initiatives to enhance customer perceptions and experiences.
  • Participate in customer research programs and dialogue to understand key issues and improve customer service.
  • Lead the overall satisfaction and proactive retention of customers through knowledge of SA's core business and products.
  • Manage and drive retail and subscription sales, deliver competitive after-sales service, and ensure accurate sales ordering systems.
  • Serve as the voice of the customer, providing internal feedback on product enhancements and customer service improvements.
  • Manage customer complaints, resolve issues, and deliver resolutions to retain satisfied customers.
  • Ensure all Customer Success Specialists deliver professional written and verbal communication to customers.
  • Stay informed on the latest industry trends, technology, and best practices to optimize the customer experience.
  • Make informed decisions with a commercial and non-commercial understanding.
  • Partner with the Voice of the Customer Analyst to ensure SA measures what matters and follows through with measurable actions.
  • Develop and deliver competitive customer satisfaction metrics, goals, KPIs, and OKRs.
  • Lead the team to maintain a consistent message in language and behavior.
  • Develop a clear team vision and direction, ensuring team members understand their contribution to long-term success.
  • Manage and mentor a team, address performance issues, and lead daily operations.
  • Plan for current and future talent, actively onboarding employees with the future in mind.
About You

We're seeking a seasoned leader with a minimum of 5+ years of experience in a call centre or customer support environment. You should have a track record of creating measures to improve the customer experience, proficiency in Microsoft Office Suite, and knowledge of Salesforce. Experience in improving NPS is also essential.

Culture & Benefits

Standards Australia values Integrity, Courage, Accountability, Respect, and Excellence. Our People Perks Program offers a range of benefits, including professional development opportunities, a 9-Day fortnight, global working opportunities, and more.

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