Customer Experience Lead

2 days ago

Logan City, Queensland, Australia beBeeCustomer Full time $100,000 - $120,000
About the Role

This is a permanent full-time position, operating 76 hours per fortnight.

We are seeking an experienced professional to lead our customer-facing team and drive a customer-focused culture throughout the store.

The ideal candidate will have a strong ability to inspire the team to prioritise the customer experience through leading by example, and be able to identify, support and nurture talent to see them grow and develop.

  • Contribute ideas and insights to the creation and implementation of customer relations strategies
  • Execute and follow up on initiatives that promote a customer-focused culture throughout the unit, ensuring an overall inspiring shopping journey
  • Build business competence and lead, coach and develop the full team, promoting individual growth and securing a high-performing team
  • Implement global solutions, services and tools that support daily operations within the customer function
  • Analyse customer-related and financial key performance indicators (KPIs) and act with relevant stakeholders on the root causes of customer dissatisfaction and other efficiency drivers
  • Provide a family-friendly environment that converts more visitors to happy customers
  • Ensure a customer-friendly, efficient and cost-effective execution of the payment process
  • Maintain relations with external and internal partners and provide input to service agreements and contracts
  • Secure operational excellence in daily operations to enhance the customer's shopping journey
  • Identify and develop talents in the unit and within the department to secure succession planning
  • Support proactively with customer insights for business and customer experience improvements

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