Chief Customer Experience Officer

5 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $200,000 - $250,000

We are seeking a customer-centric leader to oversee our Customer Experience and Operations functions.

About the Role

This position involves shaping and executing customer strategies, managing delivery partners, and ensuring seamless operations. As a General Manager - Customer Experience & Operations, you will lead transformation initiatives, develop strategies to mitigate debt risk, manage budgets, and drive cost efficiencies.

Key Responsibilities:

  • Develop and implement customer experience strategies aligned with business growth ambitions.
  • Drive improvements in customer retention, satisfaction, and effort scores through data-driven insights.
  • Lead teams to design and execute AI-driven churn prevention programs to improve retention and ROI.
  • Ensure compliance with regulatory obligations and reporting requirements.
  • Foster a culture of customer obsession across the organization.
  • Manage vendor relationships to ensure high performance and deliver value.
  • Respond effectively to issues and escalations to prevent adverse outcomes.

About You

You are a results-driven, customer-obsessed leader with a strong track record in delivering operational and customer experience outcomes.

  • A relevant tertiary qualification in Business, Commerce, Marketing, or a related field.
  • Proven experience in leading customer experience and operations functions in complex environments.
  • Demonstrated success in managing multiple external partners and driving performance.
  • Strong financial acumen, with experience in budgeting, cost optimisation, and ROI modelling.
  • Excellent communication and stakeholder engagement skills.
  • People-first leadership style, with experience in building, coaching, and developing high-performing teams.

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