Client Experience Leader

1 week ago

Sydney, New South Wales, Australia beBeeProfessional Full time $90,000 - $120,000

About the Role

As a Service Delivery Lead, you will spearhead a high-performing team dedicated to delivering exceptional client experiences remotely.

Key Responsibilities:

  • Consistently drive team performance to meet and exceed key metrics related to client satisfaction, service quality, and sales through remote channels.
  • Lead, coach, and develop a team of Client Services Professionals to deliver outstanding service via phone, email, live chat, and messaging.
  • Foster a client-centric culture within the team, emphasizing the importance of understanding client preferences, anticipating their needs, and offering tailored recommendations.
  • Collaborate with cross-functional teams to drive clienteling activities among the team and drive sales in strategic categories.
  • Stay up-to-date on all product, company, and department initiatives to ensure accurate information and effective resolution of client concerns.
  • Empower the team to take ownership of client issues and challenging situations while upholding high service standards.
  • Recruit, train, and mentor digitally proficient talents, securing succession plans in partnership with the Client Services Manager.
  • Monitor and provide feedback on team performance, identifying areas for improvement and implementing effective action plans.

Requirements

  • Proven leadership and coaching abilities with a passion for developing talent.
  • Excellent communication skills (both verbal and written) in English.
  • Proficiency in additional languages is a plus.
  • Demonstrated client-first mindset and strong interpersonal skills, with the ability to effectively engage with both clients and team members.
  • Highly motivated, energetic, and a collaborative team player.
  • Detail-oriented with a passion for delivering exceptional service and exceeding client expectations.
  • Ability to manage multiple priorities and deliver results according to agreed schedules.
  • Strong punctuality and time-management skills, adhering to assigned schedules to ensure reliability and efficiency.
  • Digital proficiency with the ability to navigate multiple client service platforms and CRM systems.
  • Experience in luxury retail or a related client-centric industry is preferred.

Profile

  • Ambitious and customer-focused leader with a proven track record of driving business growth and improving client satisfaction.
  • Results-driven professional with excellent communication and interpersonal skills.

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