Customer Journey Coordinator

6 days ago

Brisbane, Queensland, Australia beBeeCustomerSuccess Full time $120,000 - $150,000

About This Role

  • Oversee the entire customer journey for our services in Australia, with seasonal support across New Zealand.
  • Prioritize customer experience before, during, and after OPU, aiming to retain at least 90% of customers, attract new ones, ensure seamless coordination, and act as a vital link between customers, lab teams, operations, and commercial units.
  • Become the internal face of the customer, ensuring they feel heard, informed, and supported at every touchpoint.

Main Responsibilities

  • Be the primary point of contact for all customer communications from booking through to embryo reporting and feedback.
  • Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes.
  • Own pre-, during- and post-OPU follow-ups including data collection, rebooking discussions, and satisfaction checks.
  • Proactively gather and use customer feedback to drive improvements in experience and retention.
  • BUILD strong, empathetic relationships based on trust, transparency, and responsiveness.

Cross-Functional Collaboration

  • Coordinate across internal teams (Lab, Ops, Finance, Commercial) to ensure clarity, context, and alignment around each customer.
  • Support Field Ops with accurate, timely information for travel, logistics, and materials planning.
  • Liaise with customers to confirm matings, semen details, paperwork, and service logistics.

Process Efficiency & Retention

  • Drive process discipline, using tools like CRM and Vytelle.io for tracking leads, interactions, and service tickets.
  • Ensure accurate and timely customer reports, freezing certificates, and embryo outcome communications.
  • Track and report key metrics related to customer experience, satisfaction, retention, and process effectiveness.

Regional Support & Alignment

  • Lead customer coordination for Australia, and provide support to New Zealand teams during peak IVF periods.
  • Assist in aligning lab and customer schedules to meet regional demand.

Core Values

  • Leadership: Inspire and serve, seeking the best in each other
  • Endurance: Pacesetter, taking action and realizing results
  • Pioneer: Infinitely curious, catalyst, and listener for ideas
  • Love: Contagious passion for customers and purpose
  • Able to adopt and adhere to Foundation: Integrity, Respect, and Trust
  • Teamwork: Establish and maintain positive working relationships to achieve goals
  • Team Member Orientation: Anticipate and respond to team members' needs
  • Direction and Decision Making: Influence others to achieve results in the company's best interests

Required Skills & Qualifications

  • Proven success in customer success, service, or coordination role
  • Strong verbal and written communication, listening, and empathy skills
  • Excellent time management, prioritization, and detail orientation
  • Confident navigating systems (CRM, ticketing, customer software)
  • Ability to travel occasionally as required

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