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Senior Customer Experience Director

2 months ago

Sydney, New South Wales, Australia Woolworths Full time

About the Role

We are seeking a highly experienced and skilled Senior Customer Experience Manager to join our team at Woolworths Group. As a key member of our Operations Leadership team, you will be responsible for leading and motivating a large team to deliver exceptional customer service and support to our customers.

Key Responsibilities

  • Lead and develop a high-performing customer service team to achieve outstanding results and deliver exceptional customer experiences.
  • Manage and influence positive service outcomes for our operations, ensuring customer satisfaction and operational efficiency.
  • Assume point of escalation responsibilities, drawing upon strong problem-solving and conflict resolution skills to drive timely query resolution and minimize service disruptions.
  • Pursue continuous improvement, collaborating with stakeholders to enhance processes and deliver first-class experiences for customers and partners.
  • Actively participate in the senior Operations Leadership team, providing support and governance for the PC+ business.

Requirements

  • 5+ years of senior customer-facing experience within a large organization, ideally in FMCG, manufacturing, transport, retail, or logistics environments.
  • Proven expertise in high-volume, dynamic call center environments, with a strong focus on supply chain solutions.
  • Ability and passion to build and lead high-performing teams, fostering a culture of customer-centricity and achieving outstanding results through clear communication, recognition, and collaboration.
  • Excellent communication skills to gain commitment and bring others with you.
  • Demonstrated ability to multi-task and manage conflicting priorities in a significant growth area, while working a diverse range of initiatives.

About Woolworths Group

We are a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts, and unique perspectives working together connected by a shared Purpose – 'to create better experiences together for a better tomorrow.'

Here you'll be supported and empowered to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work, and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Diversity, Equity, Inclusion, and Belonging

Diversity, equity, inclusion, and belonging are key to realizing our purpose of better together for a better tomorrow. We recognize the value our team's diversity brings to our business, customers, and communities, and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.