Customer Experience Manager

6 days ago

Alexandria, Australia By Charlotte Full time

**_Location: _**

**_Alexandria, NSW Australia_**

**_ Full-Time_**

The Customer Experience Manager will manage a premium customer experience that continually evolves to meet customer, brand, and business potential.

This role has strategic leadership, team development and operational oversight and is responsible for managing and resourcing the Customer Care department and customer-facing touch points.

**_Responsibilities_**
- Create loyalty to the brand by establishing a premium customer experience.
- Optimises existing customer touchpoints and expands capabilities to include a CRM system, loyalty program and customer lifecycle initiatives.
- Establish, and ensure an effective product care & resolution policy.
- Maintain Quality Assurance expectations by reviewing and evaluating team member customer interactions, conducting individual coaching sessions, analysing reports, and customer satisfaction metrics and responding to trends.
- Establish a comprehensive customer care standards and resolution framework, including measures to track and maintain quality and consistency.
- Drive customer acquisition, retention, and expansion by translating insights into action, and by implementing initiatives that support customer advocacy.
- Manage channel demands and touchpoints inbound/ interaction volume to ensure proper staffing levels.
- Determine team and department work procedures, prepare work schedules, and expedite workflow.
- Be a mentor, and work closely with the customer-facing team to build capabilities and develop behaviours that support a culture of constructive feedback, knowledge building, and progression opportunities at all levels.
- Be the product knowledge custodian and lead trainer in the business, and provide seasonal and core product training and priorities to customer-facing teams

**_ Desired Skills & Expertise_**
- 4 years in a Customer Experience leadership role delivering first-class customer service in an omnichannel environment. This could be in the retail or digital space.
- Preferred proficiency in Shopify, Zendesk and Customer Service Software platforms.
- Ability to form strong cross-functional relationships.
- Demonstrated abilities in understanding an organization's goals and objectives and transforming them into broad actionable strategies that drive team behaviours and quality execution.
- Proven experience in building, leading, motivating, and retaining high-performing teams.
- Exceptional level of oral and written communication skills.
- Resourceful and adaptive to changes in an evolving and growing brand.
- Autonomous work ethic, able to complete tasks without supervision.
- Creative problem-solving skills.
- High integrity and initiative led.

**_ Perks You'll Love_**
- Collaborative environment
- Inclusive, supportive, and creative work culture
- Health, wellness, and development mindset
- Generous staff discount
- Learning and up-skill opportunities

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