Strategic Customer Advocate

2 days ago

City of Yarra, Australia beBeeExperience Full time $120,000 - $140,000

Customer Experience Strategist

At a high-growth global business, we're leading the way in product innovation and retail strategy. Our story began with our first wallet sold over a decade ago, and since then, we've grown to over 100 staff, selling through more than 1,500 doorways and directly to customers in 150 countries.

Key Objectives
  • You'll refine and enhance our support function while introducing evidence-based strategies that improve customer experience, strengthen retention, and contribute to sustainable growth.
  • Scale our support operation smartly, ensuring it remains a strategic function not just a service. You've built scalable systems and balanced exceptional service with commercial results.
  • Manage teams, transform support functions, and operate in a multichannel, global business.
  • Use technology to automate and streamline processes while keeping human interactions at the core.
  • Break down silos and ensure customer insights shape product, marketing, and operations.
  • Develop and empower teams, coaching, mentoring, and fostering an environment where people grow and handle complex customer interactions with clarity and care.

Responsibilities

  • Led workshops on translating customer feedback into product improvements.
  • Analysed customer interaction data to identify opportunities for improving first-contact resolution rates.
  • Developed strategic roadmaps for integrating AI solutions.
  • Collaborated with marketing on turning customer insights into compelling brand stories.
  • Mentored team leaders on balancing policy adherence with customer-first decision-making.
  • Presented business cases for new technologies to streamline back-office operations.
  • Designed metrics connecting customer support performance to commercial outcomes.
  • Created frameworks for identifying and nurturing valuable customer relationships.

Why Work With Us?

We're a close-knit crew of thinkers and makers from over 25 different countries. We believe embracing diverse backgrounds and perspectives is key to staying agile and resilient.

Our hiring process aims to make everyone feel included. If you need reasonable accommodations, please let us know so we can ensure you have the best possible experience.

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