Customer Success Strategist

1 week ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time

Job Summary: We are seeking a highly skilled Customer Success Consultant to join our team at Flight Centre Travel Group. As a key member of our team, you will be responsible for driving our lead and channel strategy, connecting customers with the best experts for their needs.

About the Role: In this role, you will focus on enhancing the customer experience across telephony and web channels, leading to increased conversion opportunities. You will work closely with the business to plan, document, and execute channel strategies that align with Flight Centre's goals, aiming to boost conversion rates, improve handle times, and reduce response time for our customers.

Responsibilities:

  • Channel Strategy: Understand channeling principles and best practice to inform strategic decision-making and assist with the development of the global channeling strategy.
  • Channel Performance: Monitor and identify strategies to optimize channel performance, reduce abandonment rates, and increase customer retention and conversion.
  • Data Analysis: Analyze data and metrics to evaluate the effectiveness of past, current, and proposed channel strategies.
  • Customer Experience: Work with the team to design, standardize, and coordinate customer channel experiences (individual telephony and/or web leads or omnichannel).
  • Compliance: Promote and ensure compliance with telephony and voice communication regulations and standards.
  • Collaboration: Collaborate and support the team to implement new/adjusted call flow treatments.
  • Innovation: Advocate for the adoption of innovative technology methods to maximize available technologies.
  • Process Improvement: Identify opportunities for internal process improvement and optimization.
  • Culture: Promote a culture of continuous learning and improvement.
  • Support: Support the team's workload of day-to-day operational requirements when required, including but not limited to Google My Business requests, store operating hour changes, staff movements, skilling, and BAU reporting.

Requirements:

  • Genesys Experience: Genesys experience is desired.
  • Voice and Enquiry Management Systems: Proven experience in voice and/or enquiry management systems.
  • Analytical and Problem-Solving Skills: Excellent analytical and problem-solving skills, with the ability to interpret data and metrics to drive decision-making.
  • Communication and Interpersonal Skills: Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
  • Enquiry Channeling Design: Proficiency in enquiry channeling design and experience with voice analytics is a plus.
  • CRM Systems: Experience with CRM systems, contact centre software, and integration tools is preferred.
  • Knowledge of Voice Technologies: Strong understanding of voice technologies, including IVR systems, voice analytics, voicebot, chatbot, and telephony protocols.
  • Trends and Best Practices: Knowledge of industry trends and best practices.
  • Adaptability: Adaptability and flexibility to embrace new technologies and best practices.

About Us: Flight Centre Travel Group is an inclusive company that offers a team culture like no other in the industry. We are proud to be a certified Great Place To Work Australia New Zealand Pty Ltd. We are an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability.

  • Digital Transformation Strategist

    4 weeks ago

    Brisbane, Queensland, Australia Microsoft Full time

    Job Title: Account Technology StrategistAt Microsoft, we're passionate about innovation and technology. As an Account Technology Strategist, you'll play a key role in driving the digital transformation of our Queensland University customers.Key Responsibilities:Customer Insights: Synthesize industry insights, global best practices, and deep expertise to...

  • Digital Transformation Strategist

    4 weeks ago

    Brisbane, Queensland, Australia Microsoft Full time

    Job Title: Account Technology StrategistAt Microsoft, we're passionate about innovation and technology. As an Account Technology Strategist, you'll play a key role in driving the digital transformation of our Queensland University customers.Key Responsibilities:Customer Insights: Synthesize industry insights, global best practices, and deep expertise to...

  • Marketing Strategist

    3 weeks ago

    Brisbane, Queensland, Australia Great Southern Bank Full time

    Marketing StrategistAt Great Southern Bank, we're seeking a Marketing Strategist to join our team. As a key member of our marketing team, you'll be responsible for developing and implementing go-to-market strategies across all mediums. Your expertise in end-to-end campaign management and ROI analysis will drive business growth and revenue opportunities.Key...

  • Digital Transformation Strategist

    3 weeks ago

    Brisbane, Queensland, Australia Microsoft Full time

    Account Technology Strategist RoleAt Microsoft, we're passionate about innovation and technology. As an Account Technology Strategist, you'll play a key role in supporting the digital transformation of our Queensland University customers. Your expertise will help drive the customer's innovation agenda and inspire them to explore the possibilities of...

  • Customer Success Strategist

    7 days ago

    Brisbane, Queensland, Australia Cisco Full time

    Transform Customer Experience at CiscoAs a Customer Experience Manager at Cisco, you will drive the adoption and utilization of our technologies and services, enabling customers to realize value and grow our business. You will be the primary CX point-of-contact, owning the customer relationship and developing strategies to meet their business and technical...

  • Senior Commercial Strategist

    3 weeks ago

    Brisbane, Queensland, Australia Microsoft Full time

    OverviewThis is a 12-month contract covering parental leave. Our team of passionate, fun, and tech-inspired humans are looking for a Senior Commercial Strategist to drive commercial outcomes in partnership with customers, to achieve business outcomes.The Commercial Strategist is a trusted advisor who leads the design and execution of the customer's...

  • Senior Content Strategist

    3 weeks ago

    Brisbane, Queensland, Australia Randstad Full time

    Senior Content StrategistRandstad is partnering with the Queensland State Government to deliver an exciting role as an AO6 Senior Content Strategist on the departments books for an initial period of 6 months with annual leave, sick leave, and 12.75% superannuation.As a Senior Content Strategist, you will:Support the Manager, Digital Delivery with designing...

  • Financial Strategist

    2 weeks ago

    Brisbane, Queensland, Australia Flight Centre Travel Group Full time

    About the RoleWe're seeking a skilled Financial Strategist to drive business growth and success at Flight Centre Travel Group. As a Financial Strategist, you'll serve as a financial pillar, collaborating with operational leaders to steer our business towards sustainable growth and success.Key ResponsibilitiesAnalyse key performance metrics to inform business...

  • Environmental Sustainability Strategist

    13 hours ago

    Brisbane, Queensland, Australia Geoscience Ireland Full time

    Seeking an exceptional Environmental Sustainability Strategist to lead our sustainability efforts within the Brisbane office in the CFD, Wind & Energy discipline.About the RoleWe are a leading professional services company dedicated to providing innovative solutions to our clients. As an Environmental Sustainability Strategist, you will play a critical role...

  • Content Strategist

    1 week ago

    Brisbane, Queensland, Australia Australian Retirement Trust Full time

    About the RoleWe're seeking a talented Content Strategist to conceptualise, plan and develop engaging and impactful content for our customers. As a key member of our team, you'll work closely with colleagues to align and optimise content across multiple channels and use multimedia when appropriate.Key ResponsibilitiesPlan, resource, and manage creation and...

  • Product Enablement Strategist

    3 weeks ago

    Brisbane, Queensland, Australia Squiz Full time

    Squiz is seeking a Product Enablement Strategist to play a critical role in the success of our products. This role focuses on customer enablement, training, and documentation, with a unique blend of internal and external stakeholder engagement.You will work alongside talented professionals in an innovative and fast-paced environment, contributing to the...

  • Revenue Strategist

    1 week ago

    Brisbane, Queensland, Australia Minor Hotels Full time

    Revenue Strategist RoleWe are seeking a skilled Revenue Strategist to join our team at Minor Hotels. As a key member, you will be responsible for developing and implementing effective revenue management strategies. Your expertise will drive business growth and optimize revenue streams.Develop and implement revenue management strategies to drive business...

  • Product Enablement Strategist

    2 weeks ago

    Brisbane, Queensland, Australia Squiz Full time

    Squiz is seeking a skilled Product Enablement Strategist to play a critical role in the success of our products. This role will focus on customer enablement, training, and documentation, with a unique blend of internal and external stakeholder engagement.You will have the opportunity to work alongside talented professionals in an innovative and fast-paced...

  • Product Enablement Operations Strategist

    2 days ago

    Brisbane, Queensland, Australia Squiz Full time

    About the RoleWe are seeking a highly skilled Product Enablement Operations Strategist to join our team at Squiz. As a key member of our customer success team, you will play a crucial role in driving the success of our products and services.Key Responsibilities:Develop and implement a comprehensive product enablement strategy to drive customer adoption and...

  • Product Enablement Strategist

    3 weeks ago

    Brisbane, Queensland, Australia Squiz Full time

    Squiz is seeking a Product Enablement Strategist to play a critical role in the success of our products, focusing on customer enablement, training, and documentation. This role has a unique focus on both internal and external stakeholders.You will have the opportunity to work alongside talented professionals in an innovative and fast-paced environment,...

  • Digital Product Strategist

    2 weeks ago

    Brisbane, Queensland, Australia ANZ Full time

    About the RoleThe Digital Product Strategist will be instrumental in enabling and inspiring a multidisciplinary team to achieve its objectives. This role will guide the team on prioritizing tasks for the Digital Practice, ensuring that all work aligns strategically with our business goals.Key ResponsibilitiesDevelop a deep understanding of customer needs to...

  • Policy Strategist for Queensland Government

    2 weeks ago

    Brisbane, Queensland, Australia Eden Ritchie Recruitment Full time

    Policy Strategist for Queensland GovernmentEden Ritchie Recruitment is seeking an experienced Policy Officer to join a Queensland Government department.Job SummaryThe Policy Strategist will play a key role in the Strategy and Engagement Team, assisting the Director, Strategy and Engagement and Principal Policy Officer by participating successfully in...

  • Digital Transformation Strategist

    4 weeks ago

    Brisbane, Queensland, Australia Microsoft Full time

    Job DescriptionOverviewThis is a 14-month maternity leave cover role at Microsoft Australia, where you will have the opportunity to work with our Education business and drive digital transformation for our Queensland University customers.Why MicrosoftAt Microsoft, we are passionate about innovation, technology, and making a meaningful impact. Our team is...

  • Marketing Strategist

    3 weeks ago

    Brisbane, Queensland, Australia Ray White and Loan Market Full time

    About UsAt Ray White and Loan Market, we're a dynamic and innovative company that's always pushing the boundaries of what's possible. We're a team of passionate professionals who are dedicated to helping our clients achieve their goals.The RoleWe're seeking a highly motivated and experienced Marketing Strategist to join our team in Brisbane, QLD. As a key...

  • Digital Performance Strategist

    2 days ago

    Brisbane, Queensland, Australia McMillan Shakespeare Limited Full time

    We are seeking a highly skilled Digital Performance Strategist to join our team at McMillan Shakespeare Limited. In this role, you will be responsible for developing and executing the digital performance strategy for our MMSG suite of brands, with a strong focus on new customer acquisition and funnel conversion.Key responsibilities will include:Create and...