Customer Experience Manager
5 days ago
The Customer Success Manager is a key position within Standards Australia, responsible for delivering exceptional customer experiences across the organization. This role focuses on building customer-centric capabilities and driving performance within the customer success team.
Key Responsibilities- Develop and implement a robust customer excellence delivery infrastructure to ensure a first-class customer experience.
- Design and execute integrated customer engagement and communication initiatives to enhance customer perceptions and experiences.
- Participate in customer research programs and dialogue to understand key issues and improve customer service.
- Lead the overall satisfaction and proactive retention of customers through knowledge of SA's core business and products.
- Manage and drive retail and subscription sales, deliver competitive after-sales service, and ensure accurate sales ordering systems.
- Serve as the voice of the customer, providing internal feedback on product enhancements and customer service improvements.
- Manage customer complaints, resolve issues, and deliver resolutions to retain satisfied customers.
- Ensure all Customer Success Specialists deliver professional written and verbal communication to customers.
- Stay informed on the latest industry trends, technology, and best practices to optimize the customer experience.
- Make informed decisions with a commercial and non-commercial understanding.
- Partner with the Voice of the Customer Analyst to ensure SA measures what matters and follows through with measurable actions.
- Develop and deliver competitive customer satisfaction metrics, goals, KPIs, and OKRs.
- Lead and mentor a team, address performance issues, and manage daily operations.
- Plan for current and future talent, actively onboarding employees with the future in mind.
We're looking for a seasoned leader with a minimum of 5+ years of experience in a call centre or customer support environment. You should have a track record of creating measures to improve the customer experience, be proficient in Microsoft Office Suite, and have experience with Salesforce. A strong understanding of NPS and customer-centric behaviors is essential.
Culture & BenefitsStandards Australia values Integrity, Courage, Accountability, Respect, and Excellence. Our People Perks Program offers a range of benefits, including professional development opportunities, a 9-Day fortnight, and flexible work arrangements. We're committed to creating a positive and inclusive work environment that supports our people's growth and well-being.
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Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time{"title": "Customer Experience Manager", "content": "About the RoleThis 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...
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Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time{"title": "Customer Experience Manager", "content": "About the RoleThis 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...
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Sydney, New South Wales, Australia Standards Australia Full timeAbout the RoleThe Customer Success Manager is a key position within Standards Australia, responsible for delivering exceptional customer experiences across the organization. This role focuses on building customer-centric capabilities and driving performance within the customer success team.Key ResponsibilitiesDevelop and implement a robust customer...
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Sydney, New South Wales, Australia Standards Australia Full timeAbout the RoleThe Customer Success Manager is a key position within Standards Australia, responsible for delivering exceptional customer experiences across the organization. This role focuses on building customer-centric capabilities and driving performance within the customer success team.Key ResponsibilitiesDevelop and implement a robust customer...
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Sydney, New South Wales, Australia Standards Australia Full timeAbout the RoleThe Customer Success Manager is a key position within Standards Australia, responsible for delivering exceptional customer experiences across the organization. This role focuses on building customer-centric capabilities and driving performance within the customer success team.Key ResponsibilitiesDevelop and implement a robust customer...
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