Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $100,000 - $120,000

A leading global organization is seeking an exceptional Customer Experience Strategist to drive the continuous improvement of customer satisfaction.

This exciting new role will be responsible for providing problem-solving initiatives and divisional support on customer experience related elements, engaging and developing frontline employees to consistently deliver outstanding levels of customer service.

The ideal candidate will have a proven track record in managing performance and professional development of staff, with substantial experience of professional work in large B2B environments.

Key Responsibilities:

  • Drive the continuous improvement of customer satisfaction
  • Provide problem-solving initiatives and divisional support on customer experience related elements
  • Engage and develop frontline employees to consistently deliver outstanding levels of customer service
  • Build strong relationships with operations managers and other business unit managers to achieve all KPI's
  • Liaise closely with key stakeholders at the client and establish a strong relationship
  • Assess existing customer experience practices to achieve a sustainable competitive advantage and business goals
  • Identify Customer Experience Improvement actions/initiatives/customer pain points
  • Oversee and monitor a compliant customer feedback process with a focus on maximizing customer satisfaction
  • Manage escalated Customer Complaints and reduction of costs associated with compensation claims
  • Create processes to analyze customer data and identify areas for improvement
  • Provide vital insights into customer behavior and perceptions by managing data capture, analysis, and reporting tools
  • Support the implementation of Customer Experience initiatives that support the overarching Sydney Airport strategy with clearly defined communications and key messages
  • Determine customer service requirements by visiting operational environments; analyzing surveys; forming focus groups; benchmarking best practices
  • Create & deliver customer service focused training material to frontline employees

Requirements:

  • Flexible, open, and demonstrated ability to work with a broad range of people, at multiple levels of the organisation and exceptional stakeholder management
  • Excellent time management skills, ability to prioritize and work to tight timeframe
  • Process Improvement, Decision-Making, Managing Processes, Analyzing Information - proven data analytics experience
  • Developing Standards and Emphasising Excellence
  • Proven track record managing performance and professional development of staff
  • Substantial experience of professional work in large B2B
  • Experience in identifying and delivering creative and effective solutions to complex challenges
  • Energetic and passionate about customer experience
  • Collaborative approach
  • Solutions orientation
  • Ability to work independently and display initiative

What You'll Get:

Work for a reputable brand and step into a new role with plenty of opportunity to develop the scope and future of the position. You will be supported with training & development and be provided with all the tools to succeed, whilst being encouraged to bring your own ideas and suggestions too.

This is a full-time & permanent role working Monday to Friday and based in Mascot.

Apply Now:

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