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Director of Client Experience

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $135,000

Job Title: Customer Experience Director

Job Description:

The ideal candidate will be responsible for ensuring a superior client experience in the management and execution of Employee Share Plan services. This involves overseeing client onboarding, relationship management, service delivery, and ongoing client success initiatives to drive engagement, retention, and growth within the ESP segment.

Key Responsibilities include leading the Customer Success strategy for Employee Share Plans, building and maintaining strong relationships with key clients, understanding their specific needs, and providing tailored solutions. The role also involves acting as the primary escalation point for client issues, ensuring swift resolution and maintaining high client satisfaction.

Additionally, the successful candidate will oversee the execution of Employee Share Plan administration services, ensuring seamless implementation and compliance with regulatory requirements. They will collaborate with internal teams to enhance service delivery and address client needs, develop and implement best practices for Employee Share Plan administration, and ensure efficiency, accuracy, and compliance.

Other responsibilities include managing the end-to-end onboarding process for new Employee Share Plan clients, conducting training and education sessions for clients, monitoring and analysing client usage data, identifying opportunities for upselling and cross-selling additional services, and developing and implementing client engagement strategies to increase retention and loyalty.

Requirements:
  • Bachelor's degree in Business, Finance, or a related field; advanced degree preferred
  • Proven leadership experience in client success, share plan administration, or a related field
  • Strong understanding of Employee Share Plans, compliance requirements, and best practices
  • Excellent communication skills (both written and verbal) and ability to engage with executive stakeholders
Benefits:
  • A positive and collaborative work culture
  • Employee recognition and rewards initiatives
  • Comprehensive training and ongoing development programs
  • Career advancement opportunities within the organisation
  • An impressive list of employee benefits including discounts on retail, bills, wellbeing, and entertainment
Diversity and Inclusion:

We believe in treating everyone fairly which means that inclusion, removing barriers, striving for equity and embracing diversity are woven through our values and behaviours. We encourage applications from all backgrounds, different abilities and communities and are committed to providing a work environment that enables you to thrive, whatever your circumstances.