Customer Experience Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomerEngagement Full time $90,000 - $120,000
Job Description

Seeking an experienced Customer Engagement Manager to lead the strategy, execution, and delivery of a loyalty program.

The successful candidate will identify opportunities to optimise return on investment and influence customer behaviour.

  • Develop a customer engagement strategy to acquire and retain members, increase customer visitation, grow customer lifetime value and increase sales.
  • Design and execute a customer communications strategy through the implementation of targeted campaigns and customer lifecycle triggers.
  • Develop and manage the loyalty program business rules to ensure a positive experience for customers and stakeholders.
  • Monitor and report on key metrics identified as Key Measures of success across relevant channels, loyalty program and campaigns performance.
  • Evaluate effectiveness of strategy, report and adapt as required with a focus on continuous improvement.
  • Manage relationships with vendors and agencies.
  • Develop a customer lifecycle strategy that optimises the end-to-end customer experience and drives new customer acquisition and retention.
  • Collaborate with other stakeholders to develop and implement continuous customer experience improvements.
  • Develop personas for each customer segment.
Required Skills and Qualifications
  • Minimum of 3-5 years' experience in a comparable role with similar level of seniority.
  • Experience implementing a loyalty program.
  • Successfully managed complex projects, involving multiple stakeholders.
  • Skills in developing and implementing communication strategies and measuring their effectiveness.
  • Degree qualified in Marketing/Business.

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