Experienced Customer Experience Manager
2 weeks ago
Experience Manager
">Lead a team to deliver exceptional customer experiences while driving growth in the ticketing business.
">Oversee customer service operations, manage escalations, and champion service improvements across the organization. You'll build strategic relationships with clients, identify revenue opportunities, and ensure all bookings are handled with excellence.
">Key Responsibilities:
- Champion a customer-first culture and embed customer insights into business decisions.
- Set service standards, conduct quality reviews, and identify improvement opportunities.
- Manage the complete booking journey with precision and care.
- Build lasting relationships with clients to drive retention and growth.
- Partner with marketing to maximize campaigns and opportunities.
- Handle escalations with expertise, ensuring fair and swift resolutions.
- Support formal complaint responses and maintain comprehensive records.
- Provide insights for monthly leadership reporting.
- Oversee daily operations, recruitment, and strategic workforce planning.
- Create monthly rosters and manage peak period resourcing.
- Coach and mentor team members to build capability and confidence.
- Ensure consistent delivery against service level agreements (SLAs) and contractual obligations.
- Monitor key performance indicators (KPIs) and proactively address performance risks.
- Analyze service data to identify trends and improvement opportunities.
- Create clear reports that inform operational decisions.
Requirements:
- Strong track record in managing escalations, complex complaints, and formal dispute resolution processes.
- Hands-on experience with contact centre systems and intermediate Excel/Word skills for data analysis and reporting.
- Demonstrated ability to implement service standards, conduct quality reviews, and manage high-value client relationships.
- Skilled in developing reports, analyzing performance trends, and translating data into actionable business improvements.
- Deep understanding of SLAs, service contracts, and KPI management with proven ability to mitigate operational risks.
- Experience in workforce planning, roster management, team coaching, and driving performance through change.
- Exceptional written and verbal abilities, with talent for representing customer voice and advising on communication strategies.
- Calm under pressure, detail-oriented problem-solver with a customer-first mindset and collaborative approach to building positive team culture.
Benefits:
- Complimentary event tickets.
- Birthday and volunteering leave.
- Wellbeing discounts & flu vaccinations.
- Paid parental leave & free employee support (EAP).
- Global rewards and recognition.
- Learning, development & career pathways.
- A diverse, inclusive, and passionate team.
Equal Opportunities:
This employer is committed to embracing diversity, respect, and care for our people and communities.
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