Digital Customer Experience Lead

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomer Full time $98,130 - $144,010
About the Role

Job Summary

The Community Manager will be responsible for leading a national team of social media agents who provide customer service via chat on platforms like Facebook, Instagram, and WeChat.

The team also supports customers with English as a second language, including those using WeChat in Mandarin and Cantonese, and monitors review sites to ensure brand integrity and customer satisfaction.

  • Drive exceptional customer experiences across public and private chat domains.
  • Coach and develop the social media team; manage operational resourcing.
  • Ensure compliance with risk, regulatory, and quality assurance standards.
  • Collaborate with Marketing, Risk, and external partners to uphold NRMA's brand and reputational standards.
  • Manage escalated complaints and support vulnerable customers.
  • Shape tone of voice and guide team performance to reflect NRMA Insurance values across digital channels.
  • Lead a visible social media presence that influences how the brand is perceived online.

About You

You are a digitally savvy leader with a strong background in customer service and social media engagement. You bring experience leading and coaching high-performing teams, driving customer experience outcomes, and collaborating across business units to uphold brand and reputational standards.

To succeed, you'll need technical expertise in social media platforms such as Facebook, Instagram, and WeChat, along with experience with chat-based service tools and review site monitoring systems.

Your ability to navigate digital channels, interpret data, and manage operational workflows will be key to delivering impactful customer interactions and leading a team whose work is highly visible across public platforms.

This is an opportunity to shape how customers experience our brand in the digital space if you're ready to lead with purpose.

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