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National Customer Experience Leader

3 weeks ago

Melbourne, Victoria, Australia beBeeCustomerCare Full time $90,000 - $123,000
National Customer Care Director

At our organization, we are shaping the future of customer care in Australia and beyond. As a National Customer Care Manager, you will lead both strategic and operational initiatives to deliver exceptional customer experiences.

The Opportunity

You will report to the Senior Leadership Team and work closely with senior operations and sales leaders to drive standardized, efficient, and innovative customer care processes.

Key Responsibilities:
  • Establish a national customer care model to enhance customer experience, focusing on consistent and reliable support.
  • Recruit, train, and lead a high-performing team, leveraging data insights and lean methodology to optimize service efficiency.
  • Partner with Sales, Operations, and Revenue Management to optimize customer satisfaction and profitability, ensuring seamless adoption of technology platforms.
  • Act as a strategic business partner, influencing key stakeholders and championing customer experience across the organization.
What We're Looking For:
  • Extensive experience in a customer-facing leadership role, preferably in FMCG or similar industries.
  • Proven success in developing, managing, and training customer service teams.
  • Expertise in implementing customer service frameworks and driving process improvements.
  • Strong analytical and problem-solving skills, with the ability to work in a complex matrix environment.
  • Experience with Salesforce Service Cloud and leading change management initiatives.
  • Ability to travel up to 50% of the time.
Benefits
  • Build from the ground up – Shape the future of customer care in Australia and beyond.
  • Work with experts across the Asia-Pacific region.
  • Make an impact – Play a pivotal role in driving a customer-first culture in a growing organization.
  • Join a values-driven business focused on safety, trust, respect, innovation, and servant leadership.