Customer Experience Manager

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.

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