Head of Customer Experience

5 days ago

Sydney, New South Wales, Australia RecordPoint Full time
Job Title: Head of Customer Experience

We are seeking an experienced and visionary leader to drive our customer experience initiatives on a global scale.

About the Role:

This is a pivotal position that will shape and execute strategies to enhance customer satisfaction, loyalty, and retention.

Key Responsibilities:
  • Own the strategic direction for the Customer Experience team, driving towards mutual value for Record Point and our customers.
  • Lead the team, coaching, skills development, and guide team members towards career progression and filling identified skills gaps within our offerings.
  • Be the articulator and arbiter of best practice for our strategic consulting services approach and execution.
  • Constantly evaluate, manage, and iterate on the processes, metrics, and approaches of the RP Customer Experience team.
  • Oversee the governance of our delivery practices, including the on-time, in-scope, and on-budget delivery of our portfolio of projects and programs globally.
Requirements:
  • 10+ years of experience in customer experience, customer success, or related roles within the SaaS industry (B2B preferred).
  • Demonstrated ability to lead and inspire teams, with a track record of driving customer-centric transformations.
  • Strong analytical skills with the ability to leverage data to drive decision-making.
  • Excellent communication and interpersonal skills.
  • Deep understanding of B2B SaaS business models, customer success principles, and best practices.
  • Proven experience in process evaluation, management, and iteration.
  • Strong background in delivery governance and project management.
What We Offer:
  • Flexible work-life balance.
  • Opportunities to grow and develop.
  • Fast-growth Australian-owned company.
  • A workplace where innovation is our way of life.
  • Personal Development budget for all staff.
  • Access to Employee Stock Ownership Plan.
  • A brilliant graduate program that provides both mentoring and growth opportunities for all.
  • Work on a product that makes a real social-good impact on the world.
  • Global opportunities.
How to Apply:

Click the 'apply now' button to send us your CV.

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