Customer Experience Manager

6 hours ago

Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time
{"title": "Customer Experience Manager", "content": "About the Role

This is a key leadership position responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. The successful candidate will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence within the organization.

Key Responsibilities
  • Manage the VoC function, including day-to-day management of the team, and ensure customer feedback is captured adequately.
  • Provide excellent leadership and people management to the VoC team, focusing on driving performance, collaboration, and team members' growth and development.
  • Draw insights from customer comments, complaints, and feedback to understand customer wants and needs, and generate reports for business stakeholders.
  • Establish robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service centers.
  • Identify opportunities to improve the customer experience and contribute to the improvement of customer journeys.
  • Monitor the management of the complaints handling process to ensure best practice is adhered to.
Requirements
  • Previous team leadership and mentoring experience, including setting team goals and driving performance.
  • Ability to manage competing expectations and priorities in a harmonious manner.
  • Experience in setting up and running a voice of customer function or equivalent across multiple business units.
  • Proven experience in advanced customer data analysis and reporting.
  • Knowledge of surveys, EDM, and data analysis tools, including PowerBI.
  • Exceptional influencing skills to inspire teams to deliver at their best.
  • Strong situational analysis and decision-making abilities.
  • Tertiary qualification in Business, Technology, Information Systems, CX/UX design, or a related discipline.
What's Next

We're looking for a talented individual to join our team and contribute to our mission of delivering exceptional customer experiences. If you're passionate about customer-centricity and have the skills and experience to match, we'd love to hear from you.

", "lang_code": "en-US"}

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