Customer Experience Strategist

3 days ago

Midland, Western Australia beBeeClientSuccess Full time $100,000 - $150,000

About Us

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We are a fast-paced team of innovative problem solvers, rapidly growing in diverse industries.

We excel in various sectors and have diversified into multiple markets, enabling our problem-solving capabilities to shine consistently.

Our team lives by our core values:

  • Humility
  • Kindness
  • Commitment
  • Teamwork

The opportunity includes unique benefits: daily meals, parking, access to a 24/7 gym, birthday leave, regular events, company-assisted study, discretionary bonuses, and working with the latest technology.

About The Role:

You will ensure a high-quality customer journey, developing strategy and operations for seamless interactions.

About You:

We seek a proactive, people-first individual who can apply strategy across divisions, from operational to finite processes. The role requires experience in creating and implementing best practice operations and systems, leading staff focused on client success.

Key Responsibilities:

  1. Define, develop, and execute customer success strategies that support business objectives.
  2. Lead, coach, and develop a high-performing Customer Relations team.
  3. Partner with Sales, Product, Marketing, and Operations to ensure seamless customer experiences.
  4. Drive customer journey mapping, onboarding, adoption, renewal, and expansion programs.
  5. Manage technical and quality interactions with production employees, prioritising customer focus.
  6. Deliver executive-level reports and presentations on customer success performance.
  7. Proactively provide updates to customers through the production pipeline.
  8. Contribute to change and growth strategies that reinforce desired values and behaviours.
  9. Ensure performance management policies and procedures are followed, fostering accountability and collaboration.
  10. Establish strong relationships with colleagues and stakeholders.
  11. Communicate issues with the operations team and devise ways to improve the customer experience.
  12. Provide coaching, guidance, and feedback to continually develop Sales and Customer Relations teams.
  13. Possess a passion for growth and success in a family environment.

Selection Criteria:

  1. A minimum 5 years' demonstrated success in Customer Relations roles, particularly in manufacturing (and/or Supply Chain and Mining Services), with leadership experience.
  2. A love of technology, developing efficiencies with hunger for growth and excellence.
  3. Strong leadership and people management skills.
  4. Ability to effectively coach and mentor team members with a collaborative approach.
  5. Ability to build trusting and authentic relationships with internal and external stakeholders.
  6. A high level of organisational skills with self-management time and ability to work under pressure to meet deadlines.
  7. Ability to think analytically and develop effective strategies.
  8. Refined and well-developed communication and influencing skills.

Requirements:

  • Answer these questions:
  • Which statement best describes your right to work in Australia?
  • How many years of experience do you have as an Operations Manager?
  • How many years of people management experience do you have?
  • How many years of experience do you have with sales and operations planning (S&OP)?
  • What's your expected annual base salary?
  • Are you willing to undergo a pre-employment medical check?

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