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Senior Customer Experience Manager
2 months ago
We are seeking a highly skilled Senior Customer Experience Manager to join our team at Woolworths Group. As a key member of our Operations Leadership team, you will be responsible for leading a large team to deliver exceptional customer service and support to our customers.
Key Responsibilities- Lead and motivate a high-performing customer service team to achieve outstanding results.
- Manage and influence positive service outcomes for Primary Connect Operations, ensuring customer satisfaction and operational efficiency.
- Assume point of escalation responsibilities and drive timely query resolution to minimise service disruptions.
- Pursue continuous improvement and collaborate with stakeholders to enhance processes and deliver first-class experiences for customers and partners.
- Actively participate in the senior Operations Leadership team to provide support and governance for the PC+ business.
- 5+ years senior customer-facing experience within a large organisation, ideally in FMCG, Manufacturing, Transport, Retail or Logistics environments.
- Proven expertise in high-volume, dynamic call center environments, with a strong focus on supply chain solutions.
- Ability and passion to build and lead high-performing teams, fostering a culture of customer-centricity and achieving outstanding results.
- Excellent communication skills to gain commitment and bring others with you.
- Demonstrated ability to multi-task and manage conflicting priorities in a significant growth area.
We are a proud part of the Woolworths Group, a leading retailer in Australia and New Zealand. Our purpose is to create better experiences together for a better tomorrow. We are committed to diversity, equity, inclusion, and belonging, and we strive to create a truly inclusive workplace where everyone feels that they belong.
We are a Platinum Tier Employer for LGBTQ+ inclusion and an Employer of Choice for Gender Equality. We encourage all candidates to apply and are happy to support you with any adjustments in the hiring process.
