Digital Customer Experience Manager

5 days ago

Melbourne, Victoria, Australia beBeeCustomerRelationship Full time $130,000 - $140,000
Job Overview

A leading organization is seeking an experienced professional to oversee the daily operations, stability, and performance of a core customer relationship management platform serving multiple business units.

Key Responsibilities:
  • Advocate and champion the platform in critical strategic forums
  • Coordinate, escalate, and triage daily operational issues with key stakeholders
  • Interface with CRM teams, ensuring activities and support tasks are carried out within defined service level agreements
  • Mange communications and updates with stakeholders relating to platform performance and impact issues
  • Maintain and improve the Member Platform Operations' performance and quality - including measuring and reporting on SLA performance metrics
  • Ensure vendors are managed to agreed SLAs
  • Implement, monitor, and review standard operating processes and procedures to continually improve the service provided by the Member Platforms teams
  • Oversight and management of controls within the CRM environment
Requirements:
  • Solid experience in technology roles across digital disciplines
  • Detailed knowledge of IT systems and technologies spanning Digital (web, mobile apps, databases), cloud, infrastructure, and applications
  • In-depth understanding and working knowledge of IT service management frameworks
  • Experience with DevOps/DevSecOps environments and related processes
  • Experience in managing high priority incidents, problem records (including running triage), solution development, customer communication, facilitation of decision making, documentation, and managing expectations
  • Experience in managing vendors including SLA management and reporting and building relationships to benefit the organization
  • Strong customer-driven focus
  • Strong interpersonal and influencing skills
  • Regulated industry experience, ideally in financial services
  • Tertiary qualifications in technology disciplines such as a Bachelor of Science degree in Information Technology

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