Senior Customer Experience Leader

2 weeks ago

Tweed Heads, New South Wales, Australia beBeeCustomerExperience Full time $120,000 - $140,000
Senior Customer Experience Leader Job Description

We are seeking a seasoned and results-driven Senior Customer Experience Leader to drive customer-centric excellence in our operations.

The successful candidate will have a proven track record of leading cross-functional teams, developing high-performing call centre teams and fostering a culture of continuous improvement.

This role is responsible for overseeing customer service strategy, coaching and developing team members, managing key performance indicators (KPIs), and ensuring compliance with relevant frameworks and systems.

Key responsibilities include:

  • Leading the CSL team to achieve customer satisfaction goals and meet service level targets
  • Developing and implementing customer experience strategies to drive business growth and improvement
  • Coaching, developing and empowering team members through regular feedback and development pathways
  • Overseeing the management of KPIs, including service levels, call handling metrics and compliance
  • Collaborating across teams to drive operational excellence and resolve escalations

Required Skills and Qualifications:

  • Demonstrated leadership and management experience in a fast-paced customer-facing environment
  • Proven track record of driving customer satisfaction and loyalty
  • Strong communication and interpersonal skills
  • Able to develop and implement strategic plans to drive business growth and improvement

Benefits:

  • Opportunity to work in a dynamic and customer-focused environment
  • Chance to develop and grow as a leader
  • Competitive salary and benefits package

Others:

  • Flexible working arrangements available
  • Opportunity to contribute to a forward-thinking organization

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