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Customer Experience Director

7 days ago

Melbourne, Victoria, Australia Aaron Sansoni Group Full time
Job Description

The Customer Experience Director plays a pivotal role in ensuring seamless event ticketing operations and exceptional customer service for all Aaron Sansoni Group events.

This position is responsible for managing the end-to-end process of event ticketing and bundles, from allocation and tracking to reporting and customer engagement. The ideal candidate will work closely with the sales team to ensure a smooth onboarding process for all ticket purchases, providing attendees with the information and support they need to maximise their event experience.

The Event Success Manager oversees a team of Virtual Assistants (VAs) responsible for event confirmation calls and follow-ups, ensuring that attendees receive timely reminders and support. This role also manages the customer service inbox, live chat, and SMS communications, acting as the primary point of contact for resolving inquiries and maintaining a high level of customer satisfaction.

The ideal candidate should have a focus on continuous process improvement, implementing strategies to enhance ticketing efficiency, increase attendance rates, and improve the overall customer journey.

  • Strong communication and relationship-building skills.
  • Proven customer service and problem-solving abilities.
  • Leadership experience in managing remote teams.
  • Organisational skills with an eye for process optimisation.