Customer Experience Director

3 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $100,000 - $120,000

As a key member of our team, the Customer Experience Director plays a vital role in driving exceptional customer experiences across various touchpoints. This leader oversees the entire order journey, from initial inquiry to delivery, fostering strong relationships with customers and driving commercial results through proactive order management.

Key Responsibilities:
  • Foster a culture of customer-centricity, empowering teams to deliver outstanding service experiences.
  • Drive commercial results through proactive order management, delivery coordination, and optimizing shipping schedules to ensure timely delivery.
  • Elevate order accuracy in line with regulatory requirements, manage credits, returns, and stock procurement to optimize inventory levels.
  • Analyze sales history, invoicing forecasts, trends, and order status to inform business decisions.
  • Cultivate strong relationships with customers, handle feedback professionally, and proactively communicate on delays or issues to maintain trust.
  • Lead process improvements to enhance service levels, reduce costs, and improve working capital to drive business growth.
Requirements:
  • Minimum 5 years' experience in a similar leadership role, preferably in a fast-paced, customer-focused environment.
  • Proven leadership skills with experience managing and developing high-performing teams.
  • Strong CRM knowledge (Salesforce preferred), with ERP experience (JDE/SAP desirable) to drive business outcomes.
  • Advanced Excel skills and attention to detail in data entry to inform strategic decisions.
  • Excellent communication, planning, and problem-solving abilities to navigate complex customer issues.

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