Customer Experience Manager

1 month ago


Melbourne, Victoria, Australia Real Time Full time
About the Role

We're seeking a Customer Operations Manager to join our team and drive exceptional customer experiences within the machinery manufacturing industry. As the Customer Operations Manager, you will take charge of analysing and optimising the Order-to-Cash (OTC) process, ensuring smooth operations that keep our customers happy and our business growing.

About the Role
As the Customer Operations Manager, you will lead the analysis and optimisation of the OTC process, from order placement to cash receipt. Your expertise will ensure that our operations run smoothly, boost profitability, and maintain strong relationships with our customers. You'll collaborate with both internal teams and external stakeholders to streamline processes, enhance customer experiences, and deliver sustainable, high-quality service.
What You'll Do

  • Partner with cross-functional departments to understand and optimise the entire OTC cycle
  • Analyse and streamline business processes to reduce order-to-fulfillment times
  • Engage external stakeholders to gather insights and improve customer experiences
  • Implement continuous improvements, set KPIs, and drive efficiency across the business
  • Lead and mentor the customer service team, fostering a culture of excellence

What You'll Bring

  • Proven experience in leading change and implementing customer-centric strategies in the machinery manufacturing sector
  • A deep understanding of customer journey mapping and process optimisation
  • Expertise in change management, with the ability to train and support teams through transitions
  • Experience with SAP, Project Management software, and Microsoft Office
  • A passion for maintaining strong business values and upholding a stellar reputation

Why Work With Us?

  • Thrive in a great working environment with continuous professional development
  • Be part of a global, rapidly growing organisation with a strong market presence
  • Enjoy competitive salary and benefits, including 6 additional Wellbeing leave days


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