Customer Experience Manager, Sg Fleet Australia

3 weeks ago

Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time

About Us

Sg Fleet Australia Pty Ltd is a leading financial services company specialising in fleet management, vehicle leasing and salary packaging. With a presence across Australia, the UK and NZ, our total portfolio under management exceeds $2.5 Billion and we have over 1200 employees.

We are proud to offer a range of benefits to support our employees' work-life balance and career development, including up to four extra days of leave each year, industry leading paid parental leave, vehicle salary packaging, and more.

Job Description

This role is responsible for building and executing on the Voice of Customer (VoC) program to enhance customer experience and satisfaction, by collecting and analysing customer feedback, managing the complaints function, and driving a culture of customer excellence within the organisation.

The successful candidate will be responsible for:

  • Managing the VoC function, including day-to-day management of the team and ensuring customer feedback is captured adequately
  • Providing excellent leadership and people management to the VoC team, with a particular focus on driving performance and collaboration as well as team members' growth and development
  • Analysing customer feedback and generating reports for business stakeholders detailing insights on customer experience, trends, and issues
  • Establishing robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service centres
  • Identifying opportunities to improve the customer experience and reporting on pain points and moments that matter across the customer journey

Requirements

The ideal candidate will have:

  • Previous team leadership and mentoring experience, including setting team goals and driving performance
  • Ability to manage competing expectations and priorities in a harmonious manner while ensuring business strategic initiatives are met
  • Experience in setting up and running a voice of customer function or equivalent across multiple business units
  • Proven experience in advanced customer data analysis to identify trends and generate insightful reporting
  • Knowledge of Surveys, EDM & data analysis tools, including PowerBI

What We Offer

We offer a competitive salary package, estimated to be around $110,000 - $140,000 per annum, depending on experience and qualifications. In addition, we offer a range of benefits, including:

  • Up to four extra days of leave each year
  • Industry leading paid parental leave
  • Vehicle salary packaging
  • Monetary service milestone awards
  • Recruitment referral bonus
  • Discounted mobility products and services
  • Flexible work arrangements
  • Career progression opportunities
  • Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more
  • Two paid volunteer days each year to give back to causes that matter to you
  • Health and wellbeing support, including a subsidy and an innovative Employee Assistance Program

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