Customer Experience Manager

1 day ago


Wetherill Park, Australia Dulux Group Full time
About the Role

We are seeking a highly motivated and experienced Customer Experience Manager to lead our team of Customer Support Officers. This is a fantastic opportunity to join a dynamic and innovative organization, where you will be responsible for developing and implementing strategies to deliver exceptional customer experiences.

The successful candidate will have a proven track record in leading high-performing teams, with a strong focus on customer service and experience. You will be responsible for overseeing the day-to-day activities of the team, ensuring they have the necessary training and resources to provide high-quality customer service.

Key Responsibilities:

  • Lead and coach a team to deliver excellent customer and consumer experiences
  • Assist with training requirements to ensure team members have the necessary skills and knowledge
  • Monitor KPIs and development plans to ensure the team is meeting its targets
  • Maintain monthly meetings with the team to discuss progress, training needs, coaching opportunities, and any updates or requirements
  • Develop and implement performance agreements and reviews to ensure individual and team goals are met
  • Maximize conversion to products and encourage loyalty to brands involved
  • Ensure telephone service levels and abandoned call rates are managed, along with C4C Order/Claim Ticket Queue to deliver an excellent customer and consumer experience
  • Rostering, leave, and attendance register maintenance

Benefits

  • Enjoy comprehensive holistic health and wellbeing support, including our Wellbeing Hub and full EAP support
  • Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
  • Give back to the communities in which we live and work, with our "Community Action Day" and other programs
  • Market-leading learning and development initiatives and genuine career pathways to accelerate your growth
  • 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us
  • Feel truly valued through our employee recognition programs
  • Enjoy generous discounts on DuluxGroup products and through our corporate partnerships

About Us

Dulux Paints & Coatings is part of the DuluxGroup, a global company with a 100+ year history. We believe in the power to 'Imagine a better place', and we want you to be a part of it. Our portfolio includes iconic, premium brands such as Dulux, Cabot's, Berger, Acratex, British Paints, and Porter's Paints.

What We Offer

You'll work with over 50 trusted household brands, have the stability of working for a global company, and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.

How to Apply



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