Customer Experience Manager

La Marzocco

A rare opportunity for a CX Manger to join our values-based company. Building relationships & mastery in coffee will be key to success in this role
- A Great place to work - access to a great Health & Wellness funding program
- Work with some of the best coffee machines & equipment in the market
- Supportive team with all-round inclusive practices and mindset

A few words about us

Founded in 1927 by Giuseppe and Bruno Bambi, La Marzocco had its beginnings in Florence, Italy, birthplace of the Italian Renaissance and home to such geniuses as Leonardo da Vinci, Michelangelo and Brunelleschi who created some of the most celebrated works of art in the world. Today, La Marzocco has earned a world-renowned reputation for making beautiful, high quality, superbly crafted and uniquely designed espresso machines, with great attention to detail.

With Australia being a key and influential market, we have our main operations based in Abbotsford, Melbourne, and a sister site in Botany, Sydney. La Marzocco is a Great Place to Work. Our purpose is quite simple; to persevere in the manufacturing of the finest in class specialty coffee equipment while encompassing people, heritage, technology, design and a spirit of sustainability in business.

About the role

Driven by positive market growth, La Marzocco is in the lookout for an experienced and forward-thinking Customer Experience Manager to lead the La Marzocco CX into the future. If world class hospitality and customer experience is what gets you up in the morning, then our recently refined CXM role is a unique opportunity for you to take your people and customer service skills to the next level whilst ensuring our customers’ and partners’ needs are exceeded cup after cup.

The La Marzocco Sales & Marketing team is part of our broader dynamic structure with a pivotal contribution to the success of the company. This role is for a detail-oriented individual who is great with people, strives for excellence but also cares about making the world a better place and has a natural ability to enrich the lives of others. A week in the life of a CXM will have a focus on implementing solutions while working on cross-functional projects and ultimately supercharging our customers’ journey in a charismatic and with a ‘one-size fit one’ approach. This role will be enriching the experiences of our partners and customers through:

- Elevate impact, value, and hospitality led service approach in driving added engagement towards and with LMA
- Unlock opportunity for greater partnership, and customer experience by offering a deep understanding of our support & potential
- Establish a world class environment that celebrates the coffee community & industry through the lens of both La Marzocco and in the shoes of customers
- Champion the La Marzocco Australia strategic vision and direct support towards key areas that broaden the customers awareness, and utilisation of our team, brand, and position
- Identify and provide solutions for new experiences across our facilities, teams, systems & platforms
- Lead the LM showrooms experience for our partners, delivering an educational, supported journey covering our history through to their innovation needs of today
- Showcase expert coffee making abilities and a technical competency to support customer needs
- Positively contribute towards all cross functional team environments to update, inform, and explore new areas of business & brand development
- Develop new partner relationships for La Marzocco, Wally, Modbar, and Brewtech through networking & industry events
- Lead with impact and influence
- Maintain a strong and creative outlook with an outside-the-box thinking approach to problem-solving

About you

Directly reporting to the Head of Sales & Marketing this role is focusing on the added value of experience, customer care and future growth. A career with La Marzocco requires resourcefulness to make a difference, courage to defend our culture and collaboration to celebrate everyone’s successes. This role is for a well-seasoned CXM professional, who also possesses:

- A vibrant, thought-provoking mindset to lead, inspire and execute with intent
- Strong ability to drive collaboration through key partners, stakeholders and throughout industries
- A minimum 5 years’ experience in CXM, preferably within the HO.RE.CA industry
- A strong understanding of hospitality operations, equipment, systems, standards and procedures
- Highly developed public relations and ability to develop and implement industry engagement strategies
- Demonstrable capacity to liaise with key decision makers at all levels of industry
- Demonstrable record of achieving and exceeding goals and customer expectations within set timeframes
- Proven ability to lead a team of Customer Services representatives, including skills in establishing performance plans, discussions and overall efficiencies for the individual, the team and the company
- Ability to wo