Senior Customer Experience Strategist

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $100,000 - $110,000

Unlocking the full potential of customer experience is at the heart of this role.

Job Description

This challenging opportunity enables you to utilise your industry knowledge to drive continued growth of major retail accounts.

You will be responsible for building strong relationships with new and existing clients, developing and delivering strategic program objectives that meet service level agreements and financial targets. Identifying opportunities to improve commercial value through service offer expansion, actionable insights, and customer experience solutions aligned to client partners' strategic focuses will also be a key aspect of this role.

  • Manage day-to-day client relationship, deliver program-specific strategic priorities, and communicate them throughout the business.
  • Identify new and emerging opportunities with existing accounts and new clients.
  • Develop and manage campaigns from concept to execution.
  • Deliver analysis of program insights and develop communication strategies.
  • Manage programs within budget and prepare monthly invoices.
  • Conduct competitor activity analysis.
Requirements and Qualifications

The ideal candidate will have:

  • A proven track record in managing a national client base or brand.
  • Experience in delivering CX programs, brand strategies, or service solutions either directly for a brand or as a third-party supplier.
  • Ability to interpret and analyse data to deliver actionable insights.
  • Strategic thinking skills and ability to identify information relevant to key decision-makers.
  • Commercial acumen to make decisions that result in positive outcomes for the business.
  • Practical knowledge of sales functions and budget control.
  • Experience in managing and influencing major accounts dealing with senior stakeholders.
  • Effective communication across all levels of the business.
Benefits

This role offers a range of benefits including:

  • Flexible hybrid working arrangement.
  • Competitive salary package (including Superannuation).
  • Collaborative agency office culture and facilities.
  • Daily specialty coffee and snacks, and a stocked bar for end-of-week drinks.
  • Regular team catch-ups and occasional interstate travel.
  • Individual professional development pathways.
  • Wellbeing focus – Birthday leave, early Friday finish, EAP support.

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