Customer Experience Manager
7 days ago
Xe is a leading provider of currency services and products, including a comprehensive range of currency converters, market analysis, and secure money transfers for individuals and businesses.
We leverage technology to deliver these services through our website, mobile apps, and over the phone. Our goal is to provide an exceptional customer experience by putting our customers first.
About the RoleWe are seeking a seasoned Customer Experience Manager to lead our customer care team in delivering a high-impact support experience for consumers and businesses. As a key member of our team, you will be responsible for driving excellence, managing escalated cases, and building strong relationships with internal stakeholders.
Your primary objective will be to achieve revenue targets while ensuring compliance with regulatory guidelines and adhering to standard global processes.
Key Responsibilities- Drive the Customer Care Team to deliver a high-quality service experience for consumers and businesses.
- Manage escalated cases and formal complaints, leading changes in Xe's processes to reduce the number of formal complaints.
- Build strong relationships with internal stakeholders and drive the team to build strong customer relationships with Xe.
- Identify issues in the end-to-end process and highlight areas for improvement, working collaboratively with key teams.
- Mentor and coach the customer care team to optimize overall team performance.
To succeed in this role, you will need:
- 3-5 years' experience managing teams to deliver an excellent customer experience.
- Targets-driven mentality with experience in managing and motivating a team to deliver against targets and metrics.
- Excellent communication skills, both written and spoken.
- Coaching skills to invest in team members to perform at the highest level.
- Ability to adhere to process and propose continuous improvements based on results.
- Agile environment: comfortable working in a fast-paced, target-driven environment.
We offer a competitive market-based salary of $80,000-$83,000, annual discretionary bonus, superannuation, healthcare, 20 days annual leave increasing with each year of service (capped at 25 days), paid day off for your birthday, discounted Euronet Employee Share Purchase Plan (ESPP), Plum mental health and wellbeing, and volunteering day for a charity of your choice.
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