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Customer Experience Manager

2 months ago

Perth, Western Australia Retailworld Resourcing Full time
About the Role

We are seeking a visionary Customer Experience Manager to join our dynamic team at Retailworld Resourcing. As a key member of our leadership team, you will be responsible for delivering unparalleled customer service across all channels.

Key Responsibilities
  • Optimise Processes: Enhance efficiency to drive productivity and support business growth.
  • Lead and Influence: Inspire and manage a customer service team across multiple locations to exceed service expectations.
  • Team Development: Foster the growth and retention of team members through continuous development.
  • Roster Management: Skillfully manage call centre rosters to meet national demand across diverse trading patterns.
  • Performance Monitoring: Track and manage KPIs, trends, and response times to ensure exceptional service.
  • Collaborative Leadership: Engage in hands-on leadership with a collaborative, inclusive approach.
  • Stakeholder Relationships: Build strong relationships with internal and external stakeholders.
  • Customer Experience: Deliver exceptional customer experiences across all touchpoints.
Requirements
  • Online Service Proficiency: Expertise in online customer service tools and e-commerce platforms (Netsuite experience preferred).
  • Leadership Experience: Proven track record in leading and influencing an Online Retail Customer Service Team.
  • Detail-Oriented: Exceptional attention to detail with a solution-focused mindset.
  • Organisational Skills: Strong organisational skills and a commitment to continuous process improvement.
  • Multitasking Ability: Capable of providing timely solutions in various situations.
  • Analytical Skills: Ability to interpret data and drive outcomes.
  • Customer-First Approach: Excellent verbal and written communication skills with a focus on customer satisfaction.
  • Genuine Leadership: Humble, genuine, and approachable leadership style.