Associate Director Customer Experience

6 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $131,094 - $151,609

Build a cohesive and harmonious multicultural society with our leadership role.

**Job Description:**

The primary purpose of this leadership position is to develop and implement strategic customer relationship management frameworks in accordance with industry best practices. As a key partner, you will provide strategic leadership and be responsible for the onboarding of professional interpreting and translating services.

**Key Responsibilities Include But Are Not Limited To:**

* Provide strategic leadership and be a key strategic partner to clients in the onboarding of a suite of professional interpreting and translating services.
* Develop and implement a customer strategy to identify business development opportunities and potential revenue-raising business activities in accordance with whole-of-government initiatives and industry best practices.
* Act as the key access point for Multicultural NSW across relevant government agencies and industry bodies to ensure optimum service provision and client satisfaction, operating within a strategic customer relationship management framework.
* Actively engage, negotiate, and manage relationships in the promotion of translation and interpreter services, maximising the value of contracts and agreements.
* Manage and drive the adoption of change initiatives to support a customer-focused culture delivering on the priorities of strategic partners, while ensuring customers are engaged and have input into service design and delivery.
* Oversee the delivery of contractual obligations to agreed standards and work with the senior leadership team to identify contract and service delivery risks and to carry out effective remediation strategies.
* Work closely with the senior leadership team to nurture established relationships with clients/services and foster new clients/services ensuring sustainable and cost-effective services.
* This role may act as the Director Language Services when required.

**Essential Requirements:**

- Qualifications in business/marketing/project management and/or experience in strategic account management.
- National Criminal History Record Check.

**Benefits include but not limited to:**

- Full-time ongoing position
- Clerk Grade 11/12, base salary range $131,094 - $151,609 pa plus superannuation & annual leave loading

**How to Apply:

- Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.

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