Customer Experience Manager

4 weeks ago

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

About Us

Sg Fleet Australia Pty Ltd is a leading financial services company specialising in fleet management, vehicle leasing, and salary packaging. With a presence across Australia, the UK, and NZ, we have a total portfolio under management of $2.5 Billion and over 1200 employees.

Our Mission

We strive to deliver exceptional customer experiences through our Voice of Customer (VoC) program. This program is responsible for collecting and analysing customer feedback, managing complaints, and driving a culture of customer excellence within our organisation.

Key Responsibilities

  • Manage the VoC function, including day-to-day management of the team, complaint management process, and customer feedback capture.
  • Provide excellent leadership and people management to the VoC team, focusing on driving performance, collaboration, and team members' growth and development.
  • Draw insights from customer comments, complaints, and feedback to understand customer wants and needs, and generate reports for business stakeholders on customer experience, trends, and issues.
  • Establish robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service centres.
  • Identify and report on pain points and moments that matter across customer journeys, contributing to the improvement of the customer experience.
  • Monitor the management of complaints handling process to ensure best practice is adhered to, maintaining the internal complaint handling policy and procedures.
  • Stay updated on best practices, trends, and technologies in customer service and experience.
  • Be the leading VoC advocate, driving customer experience improvements throughout business-as-usual processes and new projects and initiatives.

Requirements

  • Previous team leadership and mentoring experience, including setting team goals, driving performance, and coaching to exceed KPIs.
  • Ability to manage competing expectations and priorities in a harmonious manner, ensuring business strategic initiatives are met.
  • Experience in setting up and running a VoC function or equivalent across multiple business units.
  • Proven experience in advanced customer data analysis to identify trends and generate insightful reporting.
  • Knowledge of Surveys, EDM, and data analysis tools, including PowerBI.
  • Effective management and engagement of key stakeholders at all levels, including executive team level.
  • Proven experience building strong customer relationships and efficiently communicating internal and external voices.
  • Exceptional influencing skills to inspire teams to deliver at their best.
  • Exceptional communication skills and ability to communicate appropriately at all levels of the organisation.
  • Strong situational analysis and decision-making abilities.
  • Self-starting with excellent personal time management and prioritisation skills.
  • Tertiary qualification in Business, Technology, Information Systems, CX/UX design, or a related discipline.

What's Next

We're looking for a talented individual to join our team as a Customer Experience Manager. If you're passionate about delivering exceptional customer experiences and have the skills and experience to match, we'd love to hear from you.

We're a proud equal opportunity employer, and welcome everyone to our team. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.

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