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Customer Experience Director

1 month ago

Sydney, New South Wales, Australia Standards Australia Full time
About the Role

The Customer Experience Director will be responsible for delivering an exceptional customer experience for all Standards Australia's customers interacting with the customer success team. This includes supporting the end-to-end customer lifecycle for SA Store customers.

This role focuses on building customer-centric capabilities and performance within the direct team, as well as advocating for customer excellence across the business.

Key Responsibilities
  • Develop and implement a robust customer excellence delivery infrastructure to deliver a first-class customer experience and embed customer-centric behaviors.
  • Design and execute integrated customer engagement and communication initiatives to enhance customer perceptions and experiences.
  • Participate in customer research programs, dialogue, and other engagement forms to understand key issues and improve customer service.
  • Ensure overall customer satisfaction and proactive retention through knowledge of SA's core business and products.
  • Manage and drive retail and subscription sales, deliver competitive after-sales service, including retention strategies, and ensure accurate sales ordering systems.
  • Serve as the voice of the customer, providing internal feedback on product enhancements and how to better serve customers.
  • Manage customer complaints to appease dissatisfaction and deliver resolutions to retain satisfied customers.
  • Ensure Customer Success Specialists deliver professional written and verbal communication to all customers.
  • Remain informed on the latest industry trends, technology, and best practices to optimize the customer experience.
  • Make informed decisions with an understanding of commercial and non-commercial implications.
  • Partner with the Voice of the Customer Analyst to ensure SA measures what matters and follows through with measurable actions for areas of improvement.
  • Develop and deliver competitive customer satisfaction metrics, goals, KPIs, and OKRs.
  • Lead the team to maintain a consistent message in language and behavior.
  • Have a clear team vision and direction, ensuring team members understand their contribution to long-term success.
  • Manage and mentor a team, addressing performance issues in a timely and fair manner.
  • Oversee daily operations and big-picture thinking.
  • Plan for current and future talent, actively onboarding employees with a focus on future growth.