Enhancing Customer Experience Through Operational Excellence

3 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $120,000
Customer Experience Manager

We are seeking a talented individual to drive operational excellence and lead change across global markets. The Customer Experience Manager will champion smooth operations across all customer support channels, collaborate with regional managers to resolve issues and drive continuous improvement, monitor agent productivity and report on performance.

Responsibilities:

  • Champion smooth operations across all customer support channels
  • Collaborate with regional managers to resolve issues and drive continuous improvement
  • Monitor agent productivity and report on performance
  • Lead CRM governance and change within Zendesk and other tools
  • Identify opportunities to enhance customer experiences and team performance

Change & Project Delivery:

  • Lead and deliver key customer care transformation projects
  • Drive change management programs, including communications and training
  • Collaborate on cross-functional initiatives to improve customer service

Customer Delight & Insights:

  • Monitor customer feedback and trends to influence support strategies
  • Work with business stakeholders to enhance end-to-end customer journeys
  • Champion customer confidentiality and data integrity
  • Create and update customer care documentation

Governance & Compliance:

  • Ensure ISO compliance for Customer Care operations
  • Analyse Zendesk statistics and compile insights

Requirements:

  • Proven experience leading customer support teams
  • Strong stakeholder management skills
  • Experience with contact centre systems (Zendesk knowledge a plus)
  • Knowledge of customer experience metrics and service excellence best practices
  • Exceptional communication skills and a collaborative mindset
  • Continuous improvement attitude and passion for emerging technologies

This is a hybrid role based in Sydney or Melbourne, working in office from Monday to Thursday and remotely on Fridays. If you have the necessary skills and qualifications, please apply. You will be responsible for driving operational excellence, leading change, and elevating the voice of the customer across global markets.

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