Strategic Customer Insights Manager

2 days ago

Melbourne, Victoria, Australia beBeeEngagement Full time $140,000 - $170,000

**Customer Experience Manager Role Overview**

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We're seeking an exceptional Customer Experience Manager to own the customer feedback loop across Australia and New Zealand. Reporting to the APAC Director, Strategy & Operations, this role will lead efforts to synthesise inbound and outbound customer communications, unify insights across support and marketing, and drive actionable outcomes across business verticals.

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  • Design and implement a unified Voice of the Customer strategy across inbound (Support, Help) and outbound (Marketing) channels, fostering seamless collaboration and decision-making.
  • Develop a single source of truth for customer insights reporting, aligning data to customer lifecycle and business impact, ensuring accurate and timely information drives informed decisions.
  • Work with Support, S&O, and vertical leads to transform feedback into actionable outcomes and improvement projects, promoting a culture of continuous learning and growth.
  • Define and report on metrics that link feedback to operational, retention, and customer experience outcomes, enabling data-driven strategic planning.
  • Establish a clear comms strategy and feedback loop that closes the gap between insights and decision-making, empowering stakeholders to take informed action.
">**Requirements**">
  • 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments, showcasing expertise in driving business outcomes through customer-centric initiatives.
  • Qualitative and quantitative data analysis skills, with the ability to turn insight into business outcomes, influencing teams across Support, Product, Marketing, and Ops.
  • Cross-functional collaboration and influence skills, able to drive programs end-to-end with limited precedent, building strong relationships and stakeholder trust.
  • Motivated by impact, love problem-solving, and thrive in a growth-focused culture, embracing challenges and opportunities for innovation.
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**Why Join Our Team?**

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  • Be part of a fast-paced, innovative environment where you can share your unique perspectives, solve new challenges, and own your career.
  • Contribute to shaping our customer experience strategy, driving meaningful change, and enhancing marketplace efficiency and satisfaction.
  • Enjoy comprehensive benefits and perks, supporting employees' happiness, healthiness, and overall well-being.
  • Join a community committed to growing and empowering a more inclusive team, industry, and cities, believing true innovation happens when everyone has room at the table.
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