Customer Experience Manager
2 weeks ago
About the Role:
We are seeking an experienced Customer Experience Manager to join our Shared Services Team based in Wetherill Park, NSW. As a key member of our team, you will be responsible for developing and implementing customer-focused initiatives that drive positive business results and improve the efficiency of our Customer Service and Marketing Teams.
In this role, you will lead a team of 3 team leaders and work closely with sales, operations, and finance to ensure a seamless approach to delivering exceptional customer experiences across Australia. You will also be responsible for building a cohesive service-oriented function that works across all regions and business units.
Key Responsibilities:
- Provide strong leadership and guidance to the Customer Service and Marketing Team Leaders and their staff.
- Work closely with sales, operations, and finance to ensure a seamless approach to the delivery of exceptional customer experiences across Australia.
- Build a cohesive service-oriented function that works across all regions and business units.
- Encourage consistency in continuous improvement initiatives ensuring our customer service teams retain operational process and key performance alignment.
What We Are Looking For:
- Tertiary qualifications relating to Leadership and Management essential.
- Experience working within a similar leadership role where management of cross-functional teams, including customer service and/or marketing has been required.
- At minimum, Intermediate level Microsoft Office skills.
- Highly collaborative with an ability to work cross-functionally to create a positive customer experience journey.
- Change management experience such as implementation of a new CRM, ERP, or other computer-based system and/or integration of multiple teams into one discipline.
- Ability to build relationships and coach and mentor team leaders.
- Ability to face into challenging situations with influence, conviction and confidence.
- SAP, Genesys, SalesForce, Pardot experience would be an advantage.
Benefits:
- Employee Share Plan.
- Company Paid Parental Leave.
- Employee Assistance Program for Mental Health Wellbeing.
- Staff Awards.
- Employee Referral Program.
- Health Insurance Discounts.
We are committed to fostering a workplace that values diversity and inclusion. As an equal opportunity employer, we actively strive to build a gender-equitable team and cultivate a culture that embraces individuals from all walks of life. We welcome applications from candidates of diverse backgrounds, abilities, ages, and cultures (including First Nations Peoples).
Our commitment to inclusivity extends to supporting candidates with disabilities throughout the recruitment process. If you require any accommodations due to disability, please inform us by reaching out to us. We believe that a diverse and inclusive workforce enriches our organisation and contributes to our success.
How to Apply:
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