Head of Customer Experience

1 week ago

Charlotte Bay, Australia beBeeCustomer Full time US$120,000 - US$140,000
Customer Experience Leader Job Description

This role oversees the recruitment, development, and retention of a high-performing Customer Experience team, aligning with business objectives.

Key Responsibilities
  • Champion customer experience excellence by building and retaining a team with a strong customer-centric mindset aligned with business values.
  • Use analytics and KPIs to drive innovation and continuously improve customer interactions.
  • Develop and execute dynamic customer experience strategies that balance empathy, quality, productivity, performance management, and cost efficiency across support channels.
  • Recruit, train, and retain critical thinking problem solvers; oversee performance evaluations, ongoing training, and career growth opportunities.
  • Inspire, coach, and mentor team members to foster collaboration, continuous learning, and high employee engagement.
  • Plan, assign, and direct team activities; evaluate performance; reward and recognize achievements, and address performance/behavioral issues.
  • Create consistent/high-value customer experiences by developing scalable methodologies and best practices across product lines.
  • Identify areas for improvement within the CX function, design targeted initiatives, and lead swift/effective execution.
  • Serve as the primary internal advocate for customers at the executive level, highlighting pain points and opportunities for improvement.
  • Build strong connections between the CX team, product/business verticals, and sales to deliver an optimized customer journey.
  • Ensure timely, accurate, and consistent handling of all customer inquiries, escalations, and complaints.
  • Partner with stakeholders to resolve support issues, address negative feedback, and implement improvements.
  • Collaborate cross-functionally to share best practices and refine processes, policies, and workflows to better customer experiences.
  • Set, track, and report on performance goals and metrics on a weekly, monthly, and annual basis.
  • Establish customer-focused policies and procedures that balance satisfaction with expense management.
Requirements
  • Strong leadership and communication skills.
  • Proven track record in customer experience improvement.
  • Ability to analyze complex data and develop actionable insights.
  • Experience in process improvement and change management.
  • Excellent interpersonal and collaboration skills.
What We Offer

A competitive salary package, comprehensive benefits, and opportunities for career growth and development.

How To Apply

Interested candidates should submit their resumes and cover letters for review. We look forward to hearing from you.

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