Head of Client Experience

2 weeks ago

Sydney, New South Wales, Australia SKUTOPIA Full time
SKUTOPIA

A fast-growing Australian Technology Driven third party logistics Company (3PL), we're building innovative ecosystems that empower businesses to thrive in the booming e-commerce industry.

Our customers benefit from our efficient order management, inventory control, shipping, and warehousing solutions. We're committed to providing exceptional service delivery, customer satisfaction, and long-term retention through our post-onboarding client interactions.

About this Role:

This is an exciting opportunity to join our team as a Head of Customer Success. As a key member of our leadership team, you will be responsible for leading our post-onboarding client interactions, ensuring seamless service delivery, customer satisfaction, and long-term retention.

Key Responsibilities include managing client relationships, optimising service delivery, and driving strategic initiatives that enhance the customer experience while maximising business outcomes. You will also act as a key facilitator between clients, the CS team, operations team, and product team.

Responsibilities:

  • Manage the performance of customer success, monitoring quality and speed of responses to customer enquiries.
  • Lead, manage, grow, and ensure the customer success team is set up to succeed.
  • Improve the onboarding process to ensure smooth client transitions from sales.
  • Act as the primary point of contact for high-value clients, fostering strong partnerships.
  • Analyse quantitative and qualitative data to identify potential churn risks and opportunities to increase retention and satisfaction.
  • Identify cross-sell and upsell opportunities and act upon them in collaboration with marketing and sales.
  • Partner with the leadership team, operations, tech, and growth teams to design and implement SKUTOPIA's customer success strategy.

Qualifications:

  • 6 - 10 years' relevant experience in Customer Success and business operations, preferably in the tech start-up and/or eCommerce/retail/SaaS/logistics industries.
  • Excellent communication skills and ability to work with diverse stakeholders.
  • Strong problem-solving skills and analytical thinking.
  • Data-driven approach to decision-making and process improvements.
  • Business acumen and commercial deal structuring skills.
  • Motivation and enthusiasm for a dynamic work environment.

  • Head of Client Enablement

    2 weeks ago

    Sydney, New South Wales, Australia Techium Consulting Group Full time

    Job Description">We are seeking an experienced Head of Customer Success to lead our customer success team and develop strategies to enhance customer satisfaction and drive client retention and growth.">The ideal candidate will have a proven track record in customer success and client management, with 5-7 years of experience in a similar role. They will be...

  • Regional Head of Client Engagement

    3 days ago

    Sydney, New South Wales, Australia East Partnership Full time

    EAST PARTNERSHIP is seeking an experienced Regional Head of Client Engagement to join our team in Australia. This role will see you working closely with our senior leadership team, reporting into the Regional Head of Client Services in Asia.Your key responsibilities will include:Developing and implementing client-centric strategiesCollaborating with global...

  • Head of Learning Experience

    4 days ago

    Sydney, New South Wales, Australia Curio Group Full time

    Company OverviewCurio Group is a leading education services and advisory company, transforming learning for universities, vocational education providers, schools, professional bodies and workplaces. We partner with organisations to rethink, redesign, and deliver innovative learning experiences that drive real impact.From strategy to execution, we specialise...

  • Head of Digital Experience

    6 days ago

    Sydney, New South Wales, Australia University of New South Wales Full time

    Digital Transformation at UNSWThe University of New South Wales is committed to delivering exceptional student experiences through innovative and effective use of digital technologies. As the Head of Digital Marketing Transformation, you will play a critical role in driving this vision forward, leading the development of a comprehensive digital strategy that...

  • Client Experience Manager

    4 days ago

    Sydney, New South Wales, Australia Publicisgroupe Full time

    Company OverviewPublicis Groupe is a modern communications business that operates across 100 countries globally. We offer seamless access to the expertise of our 80,000 talents worldwide.Job DescriptionThe Digital Account Director at PMX will be focused on the PMX Lift video product. This role requires a strategic thinker with a knack for solution-finding...

  • Director of Client Experience and Solutions

    5 days ago

    Sydney, New South Wales, Australia STATE STREET CORPORATION Full time

    Job DescriptionWe are seeking a Head of Client Engagement and Support to join our team. As a member of our leadership team, you will be responsible for developing and implementing strategies to improve client satisfaction and retention.The ideal candidate will have a strong background in financial services, excellent communication and interpersonal skills,...

  • Global Client Experience Manager

    3 days ago

    Sydney, New South Wales, Australia East Partnership Full time

    At EAST PARTNERSHIP, we believe that delivering exceptional client experiences is critical to our success. To achieve this, we need talented professionals like you to join our team in Australia.We are seeking an experienced Global Client Experience Manager to join our team in Australia. This role will see you working closely with our senior leadership team,...

  • Senior Client Experience Lead

    2 weeks ago

    Sydney, New South Wales, Australia Zimmermann Full time

    Job DescriptionThe Digital Delivery & Experience Senior Manager will lead the development and implementation of ZIMMERMANN's digital experience strategy, focusing on website and operational service excellence.Collaborate with Marketing, CRM, Client Services, Retail, and E-Commerce teams to ensure a seamless E-Commerce client journey.Key...

  • Head of Client Services

    2 weeks ago

    Sydney, New South Wales, Australia FIRST CONTACT Full time

    About UsWe are Australia's leading workplace services provider, delivering five-star service to top-tier clients in banking, finance, telecommunications, and premium commercial properties. At FIRST CONTACT, we believe in the power of exceptional hospitality and the importance of building vibrant workplace communities.The OpportunityThis role offers the...

  • Regional Medical Positions Available

    14 hours ago

    Sydney, New South Wales, Australia Head Medical Full time

    About UsHead Medical is a specialist in international medical recruitment, helping many doctors relocate since our inception in 2008. Our team is dedicated to delivering exceptional service and supporting our clients every step of the way.Why Choose Us?We offer a range of benefits, including:A comprehensive relocation package, tailored to meet your...

  • Ambient Experience Designer

    5 days ago

    Sydney, New South Wales, Australia Experience La Luce Full time

    As a Lighting Designer at Experience La Luce, you'll have the opportunity to work on exciting projects that combine creativity with technical expertise. We're looking for a talented professional who can develop innovative lighting concepts, design solutions for commercial and industrial spaces, and collaborate with clients and team members.Required Skills...

  • Head of Digital Experience

    3 days ago

    Sydney, New South Wales, Australia SEEK Full time

    About the RoleThe Senior Head of Design will be responsible for defining and communicating a bold design vision that aligns with SEEK's marketplace strategy.You will lead design and research teams across regions to deliver seamless end-to-end customer experiences.This role requires a visionary leader who can inspire and execute a strategic design vision...

  • Client Experience Program Manager

    1 week ago

    Sydney, New South Wales, Australia Westpac Group Full time

    About the JobWe are seeking a skilled Head of Client Experience Lead to join our team and drive the success of our marketing programs. The ideal candidate will have a strong commercial acumen, excellent stakeholder management skills, and the ability to influence key stakeholders across levels.About UsWe are a collaborative team of passionate people with a...

  • Head of Client Services Team

    3 days ago

    Sydney, New South Wales, Australia Dimensional Fund Advisors Full time

    About the JobWe are seeking an experienced Group Leader for Client Support to join our Global Client Group. As a key member of the team, you will play a critical role in developing and maintaining strong relationships with our clients, identifying their evolving needs, and collaborating to provide a better investment experience.Key ResponsibilitiesLead and...

  • Head of Customer Experience and Growth

    2 weeks ago

    Sydney, New South Wales, Australia UHG (Unified Healthcare Group) Full time

    Head of Customer Experience and Growth (NSW)Company DescriptionAt Unified Healthcare Group (UHG), our purpose is to make it easier for Businesses and Healthcare Providers to transact effectively and achieve better outcomes through our medEbridge platform. We provide secure online access to a national marketplace of GP's, Specialists, Nurses, Allied Health...

  • Head of Customer Experience and Growth

    4 weeks ago

    Sydney, New South Wales, Australia UHG (Unified Healthcare Group) Full time

    Head of Customer Experience and Growth (NSW) Company Description At Unified Healthcare Group (UHG), our purpose is to make it easier for Businesses and Healthcare Providers to transact effectively and achieve better outcomes through our medEbridge platform. We provide secure online access to a national marketplace of GP's, Specialists, Nurses, Allied...

  • Head of User Experience

    6 days ago

    Sydney, New South Wales, Australia Wisetech Global Limited Full time

    Are you a talented Head of User Experience looking for a new challenge? Do you want to work with a company that enables and empowers the supply chains of the world? Look no further than WiseTech Global Limited!In this role, you will be responsible for leading the development of our user experience strategy, working closely with cross-functional teams to...

  • Head of Business Development and Client Engagement

    6 days ago

    Sydney, New South Wales, Australia Tata Communications Transformation Services (TCTS) Full time

    Job Opportunity:We are seeking a talented Head of Business Development and Client Engagement to join our team at Tata Communications Transformation Services (TCTS). As a key contributor, you will be responsible for driving business growth, developing strategic partnerships, and identifying new business opportunities in the Telecom and U-Telco's sector in...

  • Head of Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia Zycus Inc. Full time

    Job Summary:Zycus Inc. is seeking a seasoned professional to fill the role of Head of Customer Experience, responsible for leading our customer experience strategy and driving exceptional results across APAC. As a key member of our leadership team, you'll develop and implement plans to enhance customer loyalty, retention, and growth.Main...

  • Senior Community Mental Health Specialist

    1 week ago

    Sydney, New South Wales, Australia Head Medical Full time

    About Head MedicalWe are a leading medical recruitment agency dedicated to connecting talented professionals with rewarding career opportunities. Our team is passionate about delivering exceptional service and supporting our clients in finding the best fit for their teams.Job Description: Adult Community PsychiatristThis exciting opportunity is now available...