Strategic Leader for Customer Experience

7 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $120,000 - $180,000
Job Title

Head of Customer Success

You will drive the strategic direction and day-to-day performance of the customer success centre, delivering exceptional customer experiences across multiple channels and touchpoints.

This leadership role oversees consumer relations, inbound case management, inside sales, and customer platforms to ensure every interaction adds value, builds loyalty, and strengthens commercial outcomes.

  • Lead a large team across both onshore and offshore operations to shape customer service strategy, drive digital transformation, and enable growth through scalable solutions.
  • Foster a high-performance culture across teams, overseeing delivery of 600,000+ customer interactions per year.
  • Ensure cases are resolved promptly and empathetically, with strong quality assurance and escalation management processes in place.
  • Align inside sales strategy with broader commercial objectives and provide input into pricing, promotions, and service experience design.
About You

You will need extensive experience in customer service or sales operations, ideally in retail or B2B environments.

Proven track record leading multi-disciplinary and geographically distributed teams, including offshore operations.

  • Strong understanding of CRM systems and digital customer tools.
  • Commercial acumen and experience driving revenue through customer channels and sales enablement.
  • Demonstrated success delivering transformation initiatives and continuous improvement programs.
  • Exceptional communication, interpersonal, and negotiation skills.
Benefits

This is an exciting opportunity to lead a dynamic team and drive business growth.

You will have the chance to shape customer service strategy and drive digital transformation.

The company offers a supportive and inclusive work environment.

A competitive compensation package is available for this position.

This job requires a strategic thinker who can set a vision and lead a team towards its achievement.

A problem solver with excellent communication and interpersonal skills is required.

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