Customer Experience Manager
2 months ago
The Customer Success Manager is a key position within Standards Australia, responsible for delivering exceptional customer experiences across the organization. This role focuses on building customer-centric capabilities and driving performance within the customer success team.
Key Responsibilities- Develop and implement a robust customer excellence delivery infrastructure to ensure a first-class customer experience.
- Design and execute integrated customer engagement and communication initiatives to enhance customer perceptions and experiences.
- Participate in customer research programs and dialogue to understand key issues and improve customer service.
- Lead the overall satisfaction and proactive retention of customers through knowledge of SA's core business and products.
- Manage and drive retail and subscription sales, deliver 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, resolve issues, and deliver resolutions to retain satisfied customers.
- Ensure all Customer Success Specialists deliver professional written and verbal communication to customers.
- Stay informed on the latest industry trends, technology, and best practices to optimize the customer experience.
- Make informed decisions with a deep 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 improvement.
- Develop and deliver competitive customer satisfaction metrics, goals, KPIs, and OKRs.
- Lead and mentor a team, address performance issues, and manage daily operations.
- Plan for current and future talent, actively onboarding employees with the future in mind.
- 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 Microsoft Office Suite and Salesforce.
- Experience in improving NPS.
Standards Australia values Integrity, Courage, Accountability, Respect, and Excellence. Our success is measured on outcomes and the path we took to get there. We offer a range of benefits, including professional development opportunities, a 9-Day fortnight, global working opportunities, and more.
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