Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $181,900 - $214,600

Job Overview

We are seeking an experienced Customer Experience Manager to lead and manage our Service Experience Centre, delivering exceptional customer experiences across all touchpoints.

This leadership role oversees the development and implementation of strategies, processes, and technologies to enhance customer satisfaction, loyalty, and retention.

You will play a key role in implementing the strategy through your cross-functional operational team.

Main Responsibilities:

  • Ensure seamless, personalised customer experiences across all touchpoints.
  • Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
  • Use customer insights and data analysis to inform business decisions and drive customer-centric initiatives.
  • Lead and manage the Service Experience Centre team, providing guidance, coaching, and development opportunities.
  • Design, implement, and optimise processes to ensure seamless customer experiences across all touchpoints.
  • Evaluate, recommend, and implement technologies and tools to enhance customer experience.
  • Develop and track Customer experience indicators (CEI) to measure customer satisfaction, loyalty, and retention.

About You

  • Experience leading and managing teams internally and externally.
  • Excellent analytical skills and attention to detail.
  • Proven leadership qualities with a collaborative engagement style.
  • Ability to adapt quickly, be a self-starter, work effectively with multiple groups, and follow issues through to resolution.
  • Excellent communication skills.
  • Strong interpersonal skills and an ability to easily develop new relationships with both suppliers and colleagues.

What We Offer

We are committed to creating an accessible workplace where everybody feels safe to bring their authentic self to work. We value diversity, equity, and inclusion and strive to build a workplace culture that is respectful and supportive.

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