Voice of Customer Manager

About Us

Team Global Express is an Australian-owned logistics business driving more sustainable transport solutions for our customers. Built on a 130-year-old history, our innovative thinking, assets, and capabilities support national interests, helping businesses operate efficiently. Our dynamic teams deliver across an expansive road, rail, air, and sea network, providing transport, logistics, and business solutions to customers throughout Australia and New Zealand.

Team Global Express is led by Christine Holgate, Group CEO, and backed by Allegro Funds, Australia’s most awarded transformation and turnaround private equity firm. Our organisation is undergoing transformation across the business and now is a great time to join to make this role your own.

About the Role

Are you a customer-centric professional with a passion for driving customer loyalty and satisfaction?

Are you skilled at managing relationships and leveraging customer feedback to inform business strategies?

At Team Global Express, we are committed to delivering the highest level of customer satisfaction and are continuously improving our offerings. We are seeking a dynamic and experienced individual to join our team in a newly-created Voice of Customer Manager, specifically dedicated to the design, implementation and management of our new Relationship Program.

As the Voice of Customer Manager, you will work as part of a team to capture, manage and govern how customers of Team Global Express perceive their experience with us, identifying the ‘moments that matter’ in order to achieve the objective of making their experience easy and seamless.

You will play a critical role in capturing the voice of the customer across key business personas, building strong relationships, and identifying customer-centric improvement initiatives to enhance our overall customer experience.

By leveraging your expertise in relationship management and customer feedback, you will play a pivotal role in fostering customer loyalty and advocacy.

Primary

**Responsibilities**:
- Develop and implement a comprehensive Voice of Customer program for the relationship program, ensuring the collection of actionable insights that drive customer-centric initiatives.- Design and execute surveys, interviews, and other feedback mechanisms to capture the voice of customer and gather valuable insights.- Analyse customer feedback data to identify trends, patterns and actionable insights that inform business decisions and enhance the customer experience.- Collaborate with cross-functional teams to develop and implement customer centric initiatives, leveraging insights derived from customer feedback.- Build and nurture strong relationships with customers, acting as a trusted advisor and advocate for their needs.- Gather feedback and insights from customers through regular interactions, customer advisory boards and other relationship building activities.- Develop and deliver comprehensive reports and presentations to senior management, outlining key finds, recommendations, and actions.- Monitor customer satisfaction metrics and KPIs, identifying areas for improvement and implementing strategies to enhance overall satisfaction and loyalty.

About You

You thrive in collaborative environments, working seamlessly with cross-functional teams to drive initiatives forward. You have an ability to build strong relationships that allows you to foster trust and collaboration amongst stakeholders, ensuring alignment and achieving collective goals.

You will be comfortable in navigating complex challenges and adapting to an evolving business, always seeking opportunities for growth and improvement.

In addition, you will need to have:
- Bachelor’s degree in marketing, business administration, or a related field; Proven experience in Customer Relationship Management or similar role.- Excellent communication and relationship-building skills, with the ability to engage and influence both internal and external stakeholders.- Proven experience in a similar role, leading Voice of Customer programs and managing customer relationships.- Strong understanding of customer feedback management methodologies, survey design and data analytics techniques.- Analytical mindset with the ability to extract meaningful insights from customer feedback data and translate them into actionable strategies.- Experience working with customer relationship management (CRM) systems and customer feedback platforms.- Strong project management skills, with the ability to prioritise and manage multiple initiatives simultaneously.- Demonstrated ability to collaborate effectively with cross-functional teams and drive change within the organisation.- Passion for delivering exceptional customer experiences and continuous improvement.

Why Team Global Express (TGE)

At Team Global Express, you'll thrive in a secure, high-growth sector, with our strong commitment to safety, environmental, social, and governance principles. Exp