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Customer Experience Manager
2 months ago
This is an exciting opportunity to join Sg Fleet Australia Pty Ltd as a Customer Experience Manager, responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction.
Key Responsibilities- Manage the VoC function, including day-to-day management of the team, complaint management process, and customer feedback capture
- Provide excellent leadership and people management to the VoC team, focusing on driving performance, collaboration, and team members' growth and development
- Draw insights from customer comments, complaints, and feedback to understand customer wants and needs, generating reports for business stakeholders on customer experience, trends, and issues
- Establish robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service centres
- Identify and report on pain points and moments that matter across customer journeys, contributing to the improvement of the customer experience
- Monitor the management of the complaints handling process, ensuring best practice is adhered to, and maintaining the internal complaint handling policy and procedures
- Stay updated on best practices, trends, and technologies in customer service and experience
- Be the leading VoC advocate, driving customer experience improvements throughout business-as-usual processes and new projects and initiatives
- Previous team leadership and mentoring experience, including setting team goals, driving performance, and coaching to exceed KPIs
- Ability to manage competing expectations and priorities in a harmonious manner, ensuring business strategic initiatives are met
- Experience in setting up and running a voice of customer function or equivalent across multiple business units
- Proven experience in advanced customer data analysis to identify trends and generate insightful reporting
- Knowledge of Surveys, EDM & data analysis tools, including PowerBI
- Effectively manage and engage key stakeholders at all levels, including executive team level
- Proven experience building strong customer relationships and efficiently communicating internal and external voices
- Exceptional influencing skills, to inspire teams to deliver at their best
- Exceptional communication skills and the ability to communicate appropriately at all levels of the organisation
- Strong situational analysis and decision-making abilities
- Self-starting with excellent personal time management and prioritisation skills
- Tertiary qualification in Business, Technology, Information systems, CX / UX design or a related discipline
We're looking for a talented individual to join our team and contribute to our mission of delivering exceptional customer experiences. If you're passionate about customer service and have the skills and experience to excel in this role, we'd love to hear from you.
