Customer Experience Manager

2 weeks ago

Melbourne, Victoria, Australia AGL Full time

About the Role:

The Senior Manager, Communications Program & Delivery is a key position within Customer Value Optimisation at AGL. The primary focus of this role is to enhance customer retention, cross-sell and upsell opportunities, while reducing service costs.

This involves leading the Customer Communications team in developing precise communications for regulatory, pricing, and product updates, ensuring alignment with brand standards and regulatory requirements.

As the Senior Manager, you will oversee error resolution in campaigns and ensure timely, compliant communication to AGL's residential and SME customers.

This position offers the opportunity to make a significant impact on customer engagement and drive a customer-centric approach across AGL's services.

Responsibilities:

  • Develop and implement a customer-focused communications strategy that enhances customer experience across AGL's products and services
  • Manage communication project priorities with clear visibility into demand, capacity, and timelines for seamless execution
  • Rapidly address communication errors, implementing controls to prevent future issues and ensure accuracy
  • Lead a dynamic team, fostering collaboration and high performance in a supportive environment
  • Drive continuous improvements to processes, boosting efficiency and enhancing customer satisfaction

Requirements:

  • Demonstrated experience in customer communications, preferably in the energy or regulated industry
  • Strong knowledge of regulatory frameworks and compliance requirements in the energy industry
  • Strategic thinker with the ability to develop effective communication strategies aligned with organisational goals
  • Excellent written and verbal communication skills for clear and consistent customer communications
  • Cross-functional collaboration experience, particularly with legal and compliance teams, to ensure communication is aligned with regulatory requirements
  • Demonstrated leadership skills with a proven ability to manage and motivate a team

About AGL:

AGL is a leading energy company committed to building a better energy future. Our employees enjoy a wide range of benefits, including flexible working options, discounts on energy plans, and access to professional development opportunities.

We are proud to offer a diverse and inclusive work environment, with a strong focus on employee well-being and career growth.

Location: Docklands VIC 3008

  • Customer Experience Liaison

    2 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Job DescriptionWe are seeking a highly skilled Customer Engagement Associate to join our Customer Engagement Centre team.About the RoleThis is a hybrid working arrangement, with a mix of remote and on-site work. The successful candidate will be required to perform national police checks.Key Responsibilities:Provide exceptional customer service through...

  • Customer Experience Coordinator

    1 week ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Role OverviewWe are seeking an experienced customer service professional to join our team as a Customer Engagement Associate.

  • Senior Product Strategist for Digital Experience

    4 days ago

    Melbourne, Victoria, Australia Intrepid Experience Full time

    Company OverviewAt Intrepid Travel, we're a team of passionate individuals dedicated to creating life-changing experiences for our customers. As a certified B Corp, we prioritize sustainability and social responsibility in everything we do.SalaryWe offer a highly competitive salary of $150,000 - $200,000 per annum, depending on experience, as well as a range...

  • Real Estate Support Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Commercial-RTA-Customer Experience Full time

    About the RoleWe are seeking a skilled Technical Product Expert to join our Commercial-RTA-Customer Experience team. As a key member of our team, you will provide technical support to our Real Estate agency clients using our Real Time Agent product.As a Technical Product Expert, you will be responsible for delivering high-quality technical support to our...

  • HR Business Partner

    1 week ago

    Melbourne, Victoria, Australia Intrepid Experience Full time

    Job SummaryWe're seeking an HR Business Partner to join our team in Melbourne, Australia. As a key member of our ANZ and Global People Team, you'll play a critical role in shaping and maintaining Intrepid's positive and engaging culture.In this full-time, permanent position, you'll work closely with managers to get the best from their teams, focusing on...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Victoria, Australia Stockland Full time

    We are seeking an experienced Customer Relations Specialist to join our team. This is a permanent full-time position based in Melbourne, offering flexible working between home and office.About the roleAs a Customer Relations Specialist, you will be responsible for delivering exceptional customer service, building and maintaining relationships with customers...

  • Customer Experience Manager

    3 weeks ago

    Melbourne, Victoria, Australia ClickView Full time

    About the Role:At ClickView, we are seeking a Customer Success Manager to join our team. As a Customer Success Manager, you will play a vital role in delivering a rewarding customer experience. Your primary objective will be to ensure that our customers achieve their goals and objectives through the effective use of our video learning platform.Key...

  • Customer Experience Manager

    1 week ago

    Melbourne, Victoria, Australia SMAART Recruitment Full time

    About the RoleWe are seeking an experienced Customer Experience Manager to lead our customer service team in delivering exceptional experiences. With over 18 years of market presence and international expansion plans, this is a fantastic opportunity to step into a leadership role within a rapidly growing business.Key ResponsibilitiesLead a high-performing...

  • Customer Experience Manager

    6 days ago

    Melbourne, Victoria, Australia Scentre Group Full time

    Role OverviewA permanent, full-time role as a Customer Experience Manager has become available at Scentre Group, our 42 Westfield destinations across Australia and New Zealand.Key ResponsibilitiesLead, coach and develop teams to deliver amazing customer experiences daily in Valet Parking and the Suite services.Ensure customer service levels are maintained at...

  • Customer Experience Manager

    2 days ago

    Melbourne, Victoria, Australia SMAART Recruitment Full time

    About the OpportunitySMAART Recruitment is seeking a Customer Service Team Leader to join their dynamic team in South Melbourne. This is an exciting opportunity to step into a leadership role within a business that values positivity, growth, and high performance.As a Customer Service Team Leader, you will be responsible for leading a small, energetic team to...

  • Customer Experience Manager

    4 days ago

    Melbourne, Victoria, Australia Alinta Energy Full time

    Transform Energy in Australia with Alinta EnergyWe're a leading energy retailer, powering the country's growth and sustainability. Join us as a Customer Advocate and be part of our mission to deliver exceptional customer experiences.About the RoleThis is a full-time permanent position that requires effective communication, conflict resolution, and complaint...

  • Customer Engagement Professional

    1 week ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    We are seeking a highly skilled CUSTOMER ENGAGEMENT PROFESSIONAL to join our team at the Customer Engagement Centre.About the RoleThis is an exciting opportunity to work in a dynamic environment, providing exceptional customer service and support to internal stakeholders across all business units.Key Responsibilities:Provide superior customer service,...

  • Customer Experience Manager

    3 weeks ago

    Melbourne, Victoria, Australia INEOS Full time

    Responsibilities:Deliver exceptional customer experiences in line with Central and ANZ Service Level Agreements.Represent INEOS by ensuring the quality and content of all customer communications meet brand standards.Proactively resolve customer enquiries and serve as a liaison between the UK contact centre team and internal departments.Effectively manage...

  • Customer Experience Manager

    1 month ago

    Melbourne, Victoria, Australia Camp Australia Full time

    About the RoleThe Customer Engagement Manager is a key position at Camp Australia, responsible for overseeing the Customer Care Team and driving high-quality customer support to families across the country.The team provides support across various enquiries, including bookings, billing, complaints, and assistance with the child care subsidy.The Customer...

  • Customer Experience Manager

    2 weeks ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    Ingenico Group is a global leader in the fintech market, with more than three decades of experience and over 7,500 employees worldwide.The company provides merchants with a comprehensive range of services and solutions that simplify payment processes and enhance customer experiences across various sales channels and payment methods.Opportunity:We are seeking...

  • Customer Experience Manager

    1 month ago

    Melbourne, Victoria, Australia Probe CX Full time

    At Probe CX, we're passionate about delivering exceptional customer experiences. We're seeking a skilled Team Lead to join our Inbound Customer Care team, working closely with our clients to drive success.The Team Lead will be responsible for managing a team of customer care agents, ensuring they meet contractual KPIs and providing coaching and support to...

  • Customer Experience Manager

    4 weeks ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    Job Description:Ingenico Group is a global leader in the fintech market with over three decades of experience and a diverse community of experts that anticipate the evolution of commerce worldwide.We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless, and...

  • Customer Engagement Associate

    4 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Job Summary:We are seeking a highly skilled Customer Engagement Associate to join our Customer Engagement Centre team. As the first point of contact for our national business, you will support internal stakeholders across all business units and assist with the customer journey, in line with Metricon Homes' mission and values.Key Responsibilities:•...

  • Customer Experience Manager

    3 weeks ago

    Melbourne, Victoria, Australia The Reject Shop Full time

    At The Reject Shop, we're committed to delivering exceptional customer experiences. As our Assistant Store Manager, you'll be a key member of our retail team, responsible for creating engaging and memorable shopping experiences for our customers.As a dynamic and forward-thinking leader, you'll play a pivotal role in shaping the future of retail. Your...

  • Customer Engagement Associate

    4 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Join our Customer Engagement Centre as a Customer Engagement Associate and be the first point of contact for our national business. You will support internal stakeholders across all business units and assist with the customer journey in line with Metricon Homes' mission and values.As a key member of our team, you will report to the Senior Customer Engagement...