Strategic Customer Experience Leader

1 day ago

Williamstown, South Australia beBeeCustomer Full time $90,000 - $120,000
Job Description

We are a high-growth global business leading the way in product innovation and retail strategy. Founded in Australia, we sold our first wallet in 2010 and have since grown to over 100 staff, selling through more than 1,500 doorways and directly to customers in 150 countries.

Our organization is looking for an expert Customer Support Director to drive growth by refining and enhancing existing support processes while introducing evidence-based strategies that improve customer experience, strengthen retention, and contribute to sustainable growth.

The ideal candidate will be a strategic thinker who can adapt quickly, challenge the status quo when evidence suggests a better approach, and translate insights into action.

Key responsibilities include:

  • Developing scalable systems and balancing exceptional service with commercial results.
  • Leading workshops on translating customer feedback into product improvements.
  • Analyzing customer interaction data to identify opportunities for improving first-contact resolution rates.
  • Creating frameworks for identifying and nurturing valuable customer relationships.
Required Skills and Qualifications

Our ideal candidate has experience managing teams, transforming support functions, and operating in a multichannel, global business environment.

They should also possess skills in AI and automation, specifically using technology to enhance processes without replacing human interactions.

Additional qualifications include:

  • Mentoring team leaders on balancing policy adherence with customer-first decision-making.
  • Designing metrics that connect customer support performance to commercial outcomes.
  • Collaborating with marketing teams to turn customer insights into compelling brand stories.
Benefits

Our organization values diversity and inclusion, believing that embracing diverse backgrounds and perspectives is key to staying agile and resilient.

As part of our commitment to accessibility, we strive to make our hiring process accessible to everyone, including individuals with disabilities.

Others

Our organization operates with a customer-centric approach, seeking candidates who are excited to implement what research proves works – even if it challenges established norms.

Applicants comfortable following conventional customer service practices are not the best fit for this role. However, those eager to lead with strategy, insight, and impact will find this opportunity exciting.

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