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Digital Engagement Leader

2 weeks ago

Brisbane, Queensland, Australia beBeeLeadership Full time $140,000 - $190,000
Customer Experience Director - Digital Engagement

As a Customer Experience Director - Digital Engagement, you will be responsible for leading a national team of social media agents who provide customer service via chat on platforms like Facebook, Instagram, and WeChat.

The role involves managing operational resourcing, ensuring compliance with risk, regulatory, and quality assurance standards, and collaborating with marketing teams to uphold brand and reputational standards.

You will also be responsible for shaping tone of voice and guiding team performance to reflect company values across digital channels.

Responsibilities:
  • Drive exceptional customer experiences across public and private chat domains.
  • Coach and develop the social media team; manage operational resourcing.
  • Ensure compliance with risk, regulatory, and quality assurance standards.
  • Collaborate with Marketing teams to uphold company values and reputational standards.
  • Manage escalated complaints and support vulnerable customers.
  • Shape tone of voice and guide team performance to reflect company values across digital channels.
  • Lead a visible social media presence that influences how the company is perceived online.
Requirements:
  • Strong background in customer service and social media engagement.
  • Experience leading and coaching high-performing teams.
  • Ability to navigate digital channels, interpret data, and manage operational workflows.
  • Technical expertise in social media platforms such as Facebook, Instagram, and WeChat.
Benefits:
  • Boosted superannuation with 13% as standard.
  • Up to 50% off personal insurance, including home and motor insurance.
  • 5 myLeave days per year on top of annual leave.
  • Work from home and many more flexibility options with flexible work arrangements.
  • Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers.
  • Dedicated career growth programs, including professional development opportunities.
  • Awards for innovation, teamwork, and individual achievements.
About Us:

We are a purpose-led organization focused on creating connection and belonging. We value diversity, equity, and inclusion, and we strive to create meaningful impact every day. Join our team and grow your career beyond the expected.