Senior Customer Experience Manager

2 days ago

Charlotte Bay, Australia beBeeCustomerEngagement Full time US$150,000 - US$170,000
Director of Customer Engagement Role

This senior leadership position oversees the development and retention of a high-performing team responsible for customer engagement strategies, aligning with company objectives.

The Director leads customer experience initiatives across the organization's portfolio, encompassing customer lifecycle management, strategic acquisition, satisfaction/retention programs, and promotion campaign delivery.

  • Champion customer-first excellence by building a team aligned with core values
  • Utilize analytics and KPIs to drive innovation and improve customer experience
  • Develop dynamic customer engagement strategies balancing empathy, quality, productivity, performance management, and cost efficiency
  • Recruit, train, and retain critical thinkers; oversee performance evaluations, training, and career growth opportunities
  • Inspire, coach, and mentor team members fostering collaboration, continuous learning, and employee engagement
  • Direct team activities, evaluate performance, reward achievements, and address performance issues
  • Create consistent customer experiences through scalable methodologies and best practices
  • Identify areas for improvement within CE, design targeted initiatives, and lead swift execution
  • Advocate for customers at the executive level, highlighting pain points and opportunities
  • Build connections between CE teams, product/business verticals, and sales to deliver optimized customer journeys
  • Ensure timely handling of customer inquiries, escalations, and complaints
  • Partner with stakeholders to resolve support issues, address feedback, and implement improvements
  • Collaborate cross-functionally to share best practices and refine processes, policies, and workflows
  • Set, track, and report on performance goals and metrics

Requirements: Bachelor's degree and commitment to continuous learning and professional development. 7 years of business/customer service experience, including 5 years in leadership. Proven experience leading customer engagement teams, overseeing product experience and workflow management. Strong B2B background in customer lifecycle management and distributor partnerships. Capital equipment expertise and deep knowledge of FDA regulations/ISO standards. Willingness to travel up to 20%. Keen problem-solving ability with heavy customer service focus. Dynamic, decisive, and highly collaborative, with strong analytical skills and data analysis expertise.

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