Chief Service Excellence Officer

1 week ago

Sydney, New South Wales, Australia beBeeTechnical Full time $90,000 - $124,000
Job Title

We are seeking a visionary leader to drive operational excellence, enhance customer satisfaction and contribute to overall business success as our Technical Customer Success Manager.

This dynamic leadership position requires a passion for service excellence and a drive to continuously improve processes and outcomes. The successful candidate will oversee the network of Authorised Service Centres (ASCs) and repair facilities, ensuring alignment with company standards and objectives.

The ideal candidate will have a minimum of 5 years of relevant experience in the consumer electronics or relevant industry, with exceptional communication skills and a professional phone demeanour. They will also demonstrate proficiency in account management or relationship management, with a deep understanding of the After Sales Service landscape.

Key responsibilities include:

  • Network Management: Oversee and manage ASCs and repair facilities, ensuring alignment with company standards and objectives.
  • Performance Monitoring: Monitor and evaluate key performance indicators (KPIs) to assess the effectiveness and efficiency of our service network, implementing necessary improvements to drive operational excellence.
  • Strategic Execution: Execute service network strategies in alignment with product value propositions and market expectations, working closely with cross-functional teams to ensure seamless integration and execution.
  • Collaboration: Collaborate with State Sales Manager and other stakeholders to ensure that our service strategy meets and exceeds customer expectations, supporting overall business objectives and revenue targets.
  • Customer Focus: Maintain a strong focus on customer satisfaction and service quality, actively seeking feedback and implementing initiatives to enhance the overall service experience.
  • Team Leadership: Provide leadership and guidance to the service team, fostering a culture of excellence, accountability, and continuous improvement.
  • Reporting and Analysis: Prepare regular reports and analysis on service performance, identifying trends, opportunities, and areas for improvement to inform strategic decision-making.

This role requires reasonable additional hours over and above 37.5 hours per week and may also require work outside of ordinary hours.

Required Skills and Qualifications:

  • Minimum of 5 years of relevant experience in the consumer electronics or relevant industry.
  • Exceptional communication skills and a professional phone demeanour.
  • Demonstrated proficiency with at least 3 years of account management or relationship management and with deep understanding of the After Sales Service landscape.
  • Excellent verbal, written communication abilities and is highly self-motivated.
  • Proven ability to cultivate and sustain long-term business relationships.
  • Strong organisational and priority management skills.

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