Customer Experience Manager

5 days ago


Sydney, New South Wales, Australia Standards Australia Full time
About the Role

The Customer Success Manager is responsible for delivering an exceptional customer experience for Standards Australia's customers. This involves building customer-centric capabilities and performance within the direct team and advocating for customer excellence across the business.

Key Responsibilities
  • Develop and implement a robust customer excellence delivery infrastructure to ensure a first-class customer experience.
  • Develop and deliver integrated customer engagement and communication initiatives to improve customer perceptions and experiences.
  • Participate in customer research programs and dialogue to understand key issues and enhance customer service.
  • Manage and drive retail and subscription sales, deliver a competitive after-sales service, and ensure accurate sales ordering systems.
  • Serve as the voice of the customer, providing internal feedback on product enhancements and customer service improvements.
  • Manage customer complaints, appease customer dissatisfaction, and deliver resolutions to retain satisfied customers.
  • Ensure all Customer Success Specialists deliver professional written and verbal communication to customers.
  • Remain informed on the latest industry trends, technology, and best practices to optimize the customer experience.
  • Manage decision-making with an understanding of commercial and non-commercial implications.
  • Partner with the Voice of the Customer Analyst to ensure SA measures what matters and follows through with measurable actions for areas of improvement.
  • Develop and deliver competitive customer satisfaction metrics, goals, KPIs, and OKRs.
  • Work to keep all people 'on message' in both language and behavior.
  • Manage and mentor a team, address performance issues in a timely and fair manner, and plan for current and future talent.

About You
  • Minimum 5+ years of leadership experience from a call centre or customer support environment.
  • Experience in creating measures to improve the customer experience.
  • Track record of following through to ensure success.
  • Proficient in the use of Microsoft Office Suite.
  • Proficient knowledge of Salesforce.
  • Experience in improving NPS.

Culture & Benefits

Standards Australia's organisational values - Integrity, Courage, Accountability, Respect, and Excellence form the basis of all we do. Our success is not only measured on outcomes, but also on the path we took to get there. We offer a wide range of exciting benefits for our people, including professional development and training opportunities, 9-Day fortnight, opportunities for global working, and a generous work anniversary program.

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