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Customer Experience Manager

2 months ago

Australia X15ventures Full time

We're X15ventures, a venture scaler powered by CommBank, and we're on a mission to simplify and guide homebuyers through their journey. Our virtual home buying concierge, Home-in, brings everything the buyer needs together in one place with a dedicated buying assistant.

As a Customer Experience Manager, you'll be part of our Conveyancing Operations and Customer Experience Team, responsible for ensuring the success of our customers' property journeys from search to settlement.

Key Responsibilities:

  • Manage a team of Customer Success Co-Ordinators, including coaching, developing, and reviewing.
  • Liaise with our law partners and lenders as required, building advocacy and resolving requests.
  • Conduct continual data analysis and reporting, using insights to continuously improve processes and systems.
  • Educate internal stakeholders on customer advocacy and implementing improvement strategies.
  • Monitor the team's operational performance, ensuring SLAs and productivity are met.
  • Complaints escalation and resolution.
  • Embedding a customer-centric mindset that the team lives and breathes on a daily basis.

Requirements:

  • 3-5 years' experience managing a team with a key focus on customer happiness.
  • A commitment to providing exceptional customer service, continuous improvement, and creating a customer-centric culture.
  • Experience uplifting/scaling a Customer Experience function within a startup, scale-up, or high-growth business.
  • Prioritisation and planning skills to manage work volume appropriately.
  • Demonstrated team leadership experience, including coaching, driving change, and tracking performance.
  • Ability to leverage data and insights to drive decision making.
  • Exceptional team player and desire to join a winning team.

What's in it for you?

  • We offer flexible work options to support your well-being in the role.
  • We pay generous equal parental leave, understanding there's more to life than work.
  • We celebrate an authentic team culture and promote collaboration, innovation, and general mucking in.
  • You can choose your own adventure, with amazing development and career progression programs to help you grow.
  • We support hybrid working and have a beautiful base at South Eveleigh, a brand new state-of-the-art precinct that is part of Sydney's wider technology community.