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Customer Experience Manager
1 month ago
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.
