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Customer Experience Manager

1 month ago

Sydney, New South Wales, Australia Standards Australia Full time

About the Role

The Customer Success Manager is responsible for delivering an exceptional customer experience for Standards Australia's customers. This involves building customer-centric capabilities and performance within the direct team and advocating for customer excellence across the business.

Key Responsibilities

  • Develop and implement a robust customer excellence delivery infrastructure to ensure a first-class customer experience.
  • Develop and deliver integrated customer engagement and communication initiatives to improve customer perceptions and experiences.
  • Participate in customer research programs and dialogue to understand key issues and enhance customer service.
  • Manage and drive retail and subscription sales, deliver a competitive after-sales service, and ensure an accurate sales ordering system.
  • Serve as the voice of the customer, providing internal feedback on product enhancements and how to serve customers better.
  • Manage customer complaints and deliver resolutions to retain satisfied customers.
  • Ensure all Customer Success Specialists deliver professional written and verbal communication to all customers.
  • Remain informed on the latest industry trends, technology, and best practices to optimize the customer experience.
  • Manage appropriate decision-making with an understanding of commercial and non-commercial implications.
  • Partner with the Voice of the Customer Analyst to ensure SA is measuring what matters and following through with measurable actions for areas of improvement.
  • Develop and deliver competitive customer satisfaction metrics, goals, KPIs, and OKRs.
  • Work to keep all people 'on message' in both language and behavior.
  • Manage and mentor a team, address any performance issues in a timely and fair manner.
  • Manage and lead daily operations as well as big-picture thinking.
  • Plan for current and future talent, actively onboarding employees with the future in mind.

About You

  • Minimum 5+ years of leadership experience from a call centre or customer support environment.
  • Experience in creating measures to improve the customer experience.
  • Track record of following through to ensure success.
  • Proficient in the use of Microsoft Office Suite.
  • Proficient knowledge of Salesforce.
  • Experience in improving NPS.

Culture & Benefits

Standards Australia offers a wide range of exciting benefits for our people, including professional development and training opportunities, a 9-Day fortnight, opportunities for global working, and a generous work anniversary program.