Client Experience Manager

Permanent, full-time | Hybrid and flexible work arrangement negotiable
- An innovation leader addressing challenges and demands to improve outcomes
- Respected organisation with 75 years history | Invested in meaningful developmen

**Client Experience Manager**
- Permanent, full-time | Hybrid and flexible work arrangement negotiable
- An innovation leader addressing challenges and demands in the sector to improve outcomes
- A respected organisation with a 75+ year history | Invested in meaningful development

***
**About Bedford**

For more than 75 years, Bedford has delivered quality products and services while scaling social impact. Bedford exists to support people with disability to live the life they choose through a diverse range of skill-building opportunities, from learning experiences to supported and open employment. Underpinning this is the belief that diversity, inclusion and acceptance equals belonging for people of all abilities.

**Bedford-backed social enterprise**
***
Dovetail Advanced Manufacturing is a Bedford-backed social enterprise specialising in the manufacture of quality timber products and furniture for consumers and businesses. As a social enterprise, everything we build is made with purpose. Not only do we offer sustainable furniture and timber solutions we also create meaningful open employment opportunities for people with disability or experiencing barriers to work. Dovetail’s capabilities include, Flat Pack and Ready-Made Furniture Manufacturing, Kitchen and Cabinet Making Manufacturing, Commercial Joinery powered by XFrame, Decking Solutions, Accommodation Fit Out and Timber Processing and Contract Cutting. We are pleased to partner with a range of businesses, including Bunnings, Wallspan, Euro Alfresco, Workspace Commercial, Timberlink, OTR, OneFortyOne and ANZ.

**How this role contributes to Bedford’s future vision**

This full time, permanent role is reports to the Head of Strategic Sales and Business Development. The Customer Experience Manager (CEM) is a strategic leader responsible for shaping and optimising the end-to-end customer journey. This pivotal role ensures that every touchpoint with customers—both internal and external—is exceptional. The CEM collaborates closely with cross-functional teams to enhance processes, drive efficiency, and elevate overall customer satisfaction. Reporting directly to the Head of Strategic Sales and Business Development, the CEM plays a critical role in achieving business goals and fostering a customer-centric culture.

**Key responsibilities**
- Leading Customer Service Teams: The CEM oversees and guides customer service teams, ensuring they consistently deliver exceptional service aligned with customer-focused strategies
- Fostering Customer Loyalty: Customer experience managers focus on building and nurturing customer loyalty. They design and execute initiatives that enhance the overall customer experience, fostering repeat business and customer advocacy
- Service Standards: Set service standards and monitor adherence to ensure consistent, high-quality interactions.
- Develop and maintain a deep understanding of customer pain points and preferences.
- Process Mapping and Analysis: Evaluate existing customer service processes, identifying bottlenecks and areas for improvement.
- Lead and Champion: Lead cross-functional teams in implementing process enhancements.
- CRM Project: Drive the successful implementation and adoption of the Business Central CRM system.
- Feedback Loop Management: Gather customer feedback through surveys, interviews, and other channels.

***
**Skills, Knowledge and Experience**

You are an experienced leader in a process-driven environment who is highly skilled in identifying the need and implementing changes in process for the best service outcome. You are passionate about improving client and customer satisfaction through continuous improvement.

Essential criteria:

- Bachelor’s degree in Business Management, Commerce, Marketing, or a related field, or equivalent professional experience
- Minimum 5 years of experience in customer service management or a similar role.
- Prior supervisory experience.
- Proficiency in CRM systems, preferably Business Central.
- Intermediate skill in Microsoft Word and Excel.

Skills and attributes:

- Clear and effective communication including ability to listen actively, understand inquiries, and provide concise and helpful responses.
- Demonstrated ability to analyse problems, think critically, and find practical solutions is essential for maintaining customer satisfaction.
- Demonstrated ability to prioritise tasks, manage time efficiently, and switch between different tasks.
- Prior experience keeping track of customer information, handling inquiries, and resolving complaints.
- Attention to details when inputting data, managing records, and handling customer requests.
- Being adaptable and open to change ensures administrators can handle evolving situations ef