Customer Experience Manager

1 week ago


Sydney Western Suburbs, Australia HAYS Full time

A fantastic new opportunity within a global organisation for a Customer Experience Manager, $100-120,000 + sup

**Your new company**

A global brand that originated in Australia from a family run business, with one goal - to protect the people. The company have evolved substantially over the years (from a technological standpoint and acquiring other businesses) and offer solutions to many industries including Aviation, Logistics, Transport and Commercial.

**Your new role**

Drives the continuous improvement of customer satisfaction both for the client and the public by providing problem-solving initiatives and divisional support on customer experience related elements. Engaging, coaching and developing frontline employees to consistently deliver outstanding levels of customer service.
- Building strong relationships with the operations manager as well as all other business unit managers to achieve all KPI’s.
- Liaising closely with key stakeholders at the client and establishing a strong relationship
- Assess existing customer experience practices to achieve a sustainable competitive advantage and business goals.
- Identification of Customer Experience Improvement actions/initiatives/ customer pain points
- Overseeing and monitoring a compliant customer feedback process with a focus on maximising customer satisfaction.
- Managing escalated Customer Complaints and reduction of costs associated with compensation claims.
- Create processes to analyse customer data and identify areas for improvement
- Provide vital insights into customer behaviour and perceptions by managing data capture, analysis, and reporting tools.
- Support the implementation of Customer Experience initiatives that support the overarching Sydney Airport strategy with clearly defined communications and key messages.
- Preparing and completing action plans; completing audits; identifying customer service trends; determining system improvements; supporting change management.
- Determines customer service requirements by visiting operational environments; analysing surveys; forming focus groups; benchmarking best practices
- Create & deliver customer service focused training material to frontline employees.

**What you'll need to succeed**
- Flexible, open and demonstrated ability to work with a broad range of people, at multiple levels of the organisation and exceptional stakeholder management.
- Excellent time management skills, ability to prioritise and work to tight timeframe.
- Process Improvement, Decision-Making, Managing Processes, Analysing Information - proven data analytics experience
- Developing Standards and Emphasising Excellence.
- Proven track record managing performance and professional development of staff.
- Substantial experience of professional work in large B2B.
- Experience in identifying and delivering creative and effective solutions to complex challenges.
- Energetic and passionate about customer experience.
- Collaborative approach.
- Solutions orientation.
- Ability to work independently and display initiative.

**What you'll get in return**

Work for a reputable brand and step into a new role with plenty of opportunity to develop the scope and future of the position. You will be supported with training & development and be provided with all the tools to succeed, whilst being encouraged to bring your own ideas and suggestions too. This is a full time & permanent role working Monday to Friday and based in Mascot. Salary paying $100-120,000 + super. There is room for progression of this role and other internal opportunities.

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

2802844



  • Sydney Western Suburbs, Australia HAYS Full time

    Customer Experience Manager. 130,000 - 140,000 + super. International brand. **Your new company** Our organisation is powered by the brightest minds in e-commerce, technology, media and data to transform the way people live and shop. Our digital team brings together some of Australia’s brightest minds. From complex and creative, to innovative concepts for...

  • Experience Leader

    7 days ago


    Sydney, Australia GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...


  • Sydney, Australia NSW Government -Customer Strategy & Technology Full time

    **About us** Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do - and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling....


  • Sydney Western Suburbs, Australia TSHR Full time

    **Chief Customer Experience Officer** - Enhance customer experiences and grow sales across ANZ store network, wholesale, commercial &digital trading businesses. - Motivate and lead a team while building a culture of empowered accountability. - GM Stores or Head of Retail background with Ecomm responsibility is ideal. With 150 stores spread across Australia...

  • Service Designer

    5 days ago


    Sydney, Australia The Customer Experience Company Full time

    **What to expect**: Here at The Customer Experience Company we believe in making experiences better for everyone, including our team. We value our people, create space for them to lead and innovate, and work within a flat and flexible workplace that empowers everyone to create change. We believe that growth and learning is an on-going journey, and are...


  • Sydney Western Suburbs NSW, Australia NSW Government Full time $240,853 - $265,799 per year

    Together we shape thriving communities, public spaces, places and economies.Lead digital transformation, customer technologies, and engagement across the Department of Planning, Housing and Infrastructure18-month temporary opportunity – full-time hoursLocation: Parramatta, Newcastle, or Orange, with flexible working supportedExecutive TRP: $240,853 to...

  • Customer Experience

    2 weeks ago


    Bibra Lake, Western Australia Steadyrack Full time $45,000 - $60,000 per year

    Customer Experience & Administration CoordinatorLocation: Bibra Lake, WA | Full-timeAbout UsSteadyrack is a family run business and global leader in innovative bike storage solutions, trusted by millions of customers in over 50+ countries. From our HQ in Bibra Lake, we design and deliver world-class products while creating outstanding experiences for our...


  • Sydney, Australia Inchcape Full time

    At Trivett Automotive Retail, we prioritize exceptional customer service and strive to be the most customer-centric automotive retailer. If you're passionate about sales, retail, or the automotive industry and eager to grow in a dynamic environment, we want you on our team! Joining Trivett means becoming part of Inchcape, a global company with over 1,400...


  • Sydney, New South Wales, Australia The Nudge Group Full time $90,000 - $120,000 per year

    Customer Experience Manager, Sydney basedThis is a career defining chance to join a startup environment which benefits from the financial and operational backing of a world class organisation. You will help shape the future of our company as it quickly scales through significant milestones, enabling you to supercharge your professional and commercial growth...


  • Sydney Western Suburbs, Australia NSW Department of Customer Service Full time

    **Assistant Policy Officer - NSW Small Business Commission** **Grade: Clerk Grade 5/6** **Role Type: Full-Time/ Ongoing** **Applications Close: 10th March 2025 [9:59am]** **Location: Parramatta (There is an expectation for 3 days per week onsite at Parramatta)** **About the Opportunity** Exciting opportunity to join the Advocacy team at the NSW Small...