Customer Experience Manager

7 days ago

Sydney, New South Wales, Australia MadeComfy Full time
About MadeComfy

We are a passionate and diverse team with a mission to build the world's most loved short-term rental and hospitality company.

Our company is led by our proprietary technology with a professional, customer-centric approach, enabling Real Estate Agencies to manage short and mid-term rentals on scale and property owners to generate higher rental returns.

MadeComfy guests enjoy home comforts such as private, self-contained spaces with a full kitchen, separate living and working areas, fast internet and the convenience of contactless self-check-in, combined with the best parts of a hotel such as high-quality linen, towels and amenities, professional cleaning standards, 24/7 support and an easy online booking process.

Our company culture is built on shared values, beliefs & behaviours. Our core values bind us together and amplify our abilities, we see them as timeless guiding principles - Trust, Agility, Empowerment & Wow.

Job Overview

This role sits at the third tier of our customer service function, it's pivotal to our business as it helps shape our customers' experience.

You will manage, mentor and motivate a team of Customer Service Team Leaders, based in Manila.

You will own, develop and maintain our Quality Assurance processes and policies across the whole customer service function, while being responsible for managing, reviewing and maintaining key performance indicators.

With your wealth of process development experience and a continuous improvement focus you will manage, develop and implement relevant process improvements, whilst supporting your team as the managerial escalation point for complex cases to de-risk and protect our brand reputation.

Responsibilities
  • Team Management
    • Hold weekly manager catch-ups with your team, offering guidance, mentorship, and direction.
  • Quality Assurance
    • Take full ownership of Quality Assurance across the customer service function, create, review, develop and implement relevant QA policies and processes in conjunction with wider business strategy.
  • Continuous Improvement
    • Actively apply a continuous improvement framework to processes, consistently identifying areas for enhancement to ensure ongoing customer satisfaction.
  • Key Performance Indicators
    • Set and monitor key customer satisfaction metrics.
  • Operational Improvement
    • Lead or collaborate on operational improvement projects with other departments, such as tech, property performance, onboarding, operations and marketing.
  • Recruitment and Workforce Planning
    • Assist with recruitment and workforce planning, including overseeing rostering.
  • Onboarding
    • Create onboarding plans across new hires on your team.
  • Cross-Functional Collaboration
    • Collaborate with teams across the business, ensuring GX operations and processes are considered at a leadership level.
  • Risk Management
    • Work to minimise potential risks for the business considering the whole customer journey.
  • Escalation Point
    • Support as one of the managerial escalation points for complex cases to de-risk and protect our brand reputation.
Requirements
  • Proven Success
    • Proven success managing customer service teams.
  • Continuous Improvement
    • Track record in reviewing, developing and implementing continuous improvement-focused systems, processes and procedures.
  • Performance Management
    • Experience managing performance and identifying performance issues and trends.
  • Quality Focus
    • A passion for quality with an eye for attention to detail.
  • Problem-Solving
    • Natural problem solver who considers curiosity as an essential tool for success.

  • Customer Experience Specialist

    7 days ago

    Sydney, New South Wales, Australia Fisher & Paykel Customer Services Pty Ltd Full time

    About UsFisher & Paykel Customer Services Pty Ltd is a leading global company with a strong local heritage, driven by a culture of curiosity and passion to develop solutions designed around people.Our ValuesWe are guided by our values of being trusted, sustainably minded, innovative, generous, and curious, which shape our approach to business and our...

  • Customer Experience Specialist

    3 days ago

    Sydney, New South Wales, Australia Fisher & Paykel Customer Services Pty Ltd Full time

    About the RoleFisher & Paykel Customer Services Pty Ltd is a leading global company with a strong local heritage, driven by a culture of curiosity and passion to develop solutions designed around people.We are a collaborative team that values being trusted, sustainably minded, innovative, generous, and curious. Our working environment is open to all ideas,...

  • Customer Experience Manager

    9 hours ago

    Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time

    {"title": "Customer Experience Manager", "content": "About the RoleThis is a key leadership position responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. The successful candidate will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence...

  • Customer Experience Manager

    8 hours ago

    Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time

    {"title": "Customer Experience Manager", "content": "About the RoleThis is a key leadership position responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. The successful candidate will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence...

  • Customer Experience Manager

    3 days ago

    Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time

    About the RoleThis is a key leadership position within Sg Fleet Australia Pty Ltd, responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. The successful candidate will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence within the...

  • Customer Experience Manager

    7 days ago

    Sydney, New South Wales, Australia SG Fleet Full time

    About the RoleThis is a key leadership position within SG Fleet, responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. The successful candidate will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence within the organization.Key...

  • Customer Experience Manager

    6 days ago

    Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time

    About the RoleThis is a key leadership position within Sg Fleet Australia Pty Ltd, responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. The successful candidate will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence within the...

  • Customer Experience Manager

    8 hours ago

    Sydney, New South Wales, Australia Standards Australia Full time

    About the RoleThe Customer Success Manager is a key position within Standards Australia, responsible for delivering exceptional customer experiences across the organization. This role focuses on building customer-centric capabilities and driving performance within the customer success team.Key ResponsibilitiesDevelop and implement a robust customer...

  • Customer Experience Manager

    7 hours ago

    Sydney, New South Wales, Australia EBR Full time

    {"h1": "Call Centre Service Manager Role at EBR", "p": "EBR is seeking a skilled Call Centre Service Manager to lead our customer-facing team and deliver exceptional service to our clients.As a Call Centre Service Manager, you will be responsible for managing a team of customer service representatives, ensuring they have the necessary skills and knowledge to...

  • Customer Experience Manager

    7 days ago

    Sydney, New South Wales, Australia Singtel Group Full time

    About the Role:The Customer Experience Manager will play a key role in driving customer engagement and satisfaction across the Singtel Group. This role will be responsible for developing and implementing strategies to enhance customer experience, working closely with cross-functional teams to identify and prioritize initiatives.Key Responsibilities:Develop...

  • Customer Experience Manager

    7 days ago

    Sydney, New South Wales, Australia Xe Full time

    About the RoleXe is a leading provider of currency services and products, and we're seeking a highly skilled Customer Experience Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers receive the highest level of service.Key...

  • Customer Experience Manager

    3 days ago

    Sydney, New South Wales, Australia Xe Full time

    About the RoleXe is a leading provider of currency services and products, and we're seeking a highly skilled Customer Experience Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers receive the highest level of service.Key...

  • Customer Experience Manager

    7 days ago

    Sydney, New South Wales, Australia XE Full time

    About the RoleXE is a leading provider of currency services and products, and we're seeking a highly skilled Customer Experience Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers receive the highest level of service.Key...

  • Customer Experience Manager

    3 days ago

    Sydney, New South Wales, Australia XE Full time

    About the RoleXE is a leading provider of currency services and products, and we're seeking a highly skilled Customer Experience Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers receive the highest level of service.Key...

  • Customer Experience Manager

    7 days ago

    Sydney, New South Wales, Australia Northcott Full time

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Northcott. As a key member of our organization, you will be responsible for developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.Key ResponsibilitiesCustomer Feedback and Insights: Develop, distribute, and...

  • Customer Experience Manager

    7 hours ago

    Sydney, New South Wales, Australia Northcott Full time

    Job Overview:We are seeking a highly skilled Customer Experience Manager to join our team at Northcott, a leading disability services provider in NSW, QLD, and the ACT. As a key member of our organization, you will play a critical role in developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.Key...

  • Customer Experience Manager

    7 hours ago

    Sydney, New South Wales, Australia Xe Full time

    {"title": "Customer Care Manager", "description": "About the RoleXe is a leading provider of currency services and products, and we're looking for a skilled Customer Care Manager to join our team. As a key member of our customer support team, you'll be responsible for delivering exceptional customer experiences and ensuring that our customers receive the...

  • Customer Experience Manager

    7 days ago

    Sydney, New South Wales, Australia Employsure Full time

    About the RoleWe are seeking an experienced Customer Experience Manager to join our team at Employsure. As a key member of our organization, you will be responsible for driving customer satisfaction and retention.Key ResponsibilitiesCustomer Engagement: Actively engage with clients to gather feedback and address concerns, identifying opportunities for...

  • Customer Experience Manager

    8 hours ago

    Sydney, New South Wales, Australia EBOS Group Limited Full time

    About the RoleWe are seeking an experienced Customer Experience Manager to join our Shared Services Team based in Wetherill Park, NSW. As a key member of our team, you will be responsible for developing and implementing customer-focused initiatives that drive positive business results and improve the efficiency of our Customer Service and Marketing Teams.Key...

  • Customer Experience Manager

    7 hours ago

    Sydney, New South Wales, Australia inchcape Full time

    {"h1": "Ownership Experience Specialist", "p": "At Subaru Australia, we're seeking a skilled Ownership Experience Specialist to drive customer satisfaction and retention. As a key member of our team, you'll develop and implement programs to enhance dealership performance and customer training, leveraging customer insights to drive ownership engagement and...