Digital Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeLeadership Full time $150,000 - $200,000
Community Management Lead Role

This is an exceptional opportunity to drive customer experiences across digital platforms as a Community Management Lead at a leading organization.

The role involves managing a national team of social media agents providing customer service via chat on various platforms. You will develop and coach your team, manage operational resourcing, and ensure compliance with risk and quality assurance standards.

The role is highly visible, influencing how the brand is perceived in the digital space. You'll help shape the tone of voice, guide team performance, and ensure the social media presence reflects the values and standards of the organization.

To succeed, you'll need technical expertise in social media platforms, experience with chat-based service tools, and review site monitoring systems. Your ability to navigate digital channels, interpret data, and manage operational workflows will be key to delivering impactful customer interactions.

About this Role

  • Managing a national team of social media agents
  • Developing and coaching your team
  • Ensuring compliance with risk and quality assurance standards
  • Shaping the tone of voice and guiding team performance
  • Managing escalated complaints and supporting vulnerable customers

Requirements

To be successful in this role, you'll need:

  • Digital savvy leadership skills
  • Experience leading and coaching high-performing teams
  • Technical expertise in social media platforms
  • Experience with chat-based service tools and review site monitoring systems

What We Offer

As a member of our team, you'll have access to a range of benefits including:

  • Boosted superannuation
  • Personal insurance discounts
  • Flexible work arrangements
  • Paid parental leave
  • Career growth programs
  • Recognition and reward program

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