Client Experience Manager

2 weeks ago

Sydney, Australia MRI Software Full time

About the Role:
The Client Experience Manager (CXM) will take the lead in analyzing client data to identify trends, insights, and opportunities for improvement in our client experience strategy. By leveraging data analysis, you will help to structure and implement thematic projects focused on enhancing specific CX programs, such as onboarding, product adoption, customer support, product strategy and retention initiatives. Your role will involve translating client behavior and feedback into actionable insights, collaborating across teams to design solutions, and driving programs that improve the overall client journey.

Responsibilities:

- Data Analysis & Reporting: Analyze customer data from multiple sources (e.g., surveys, NPS, usage metrics, support interactions) to identify patterns, pain points, and opportunities for improvement. Provide actionable insights that can be used to guide client experience programs.
- CX Program Theming: Lead the development of thematic CX projects by grouping related issues, trends, or client feedback into clear themes. These themes will be used to inform specific initiatives aimed at improving areas like onboarding, product adoption, training, retention, product roadmaps, professional services and support.
- CX Program Development & Execution: Based on data-driven insights, design and implement targeted CX programs that address the most impactful themes and improve client satisfaction, loyalty, and retention. Manage the end-to-end execution of these programs, ensuring alignment with business goals and metrics to monitor effectiveness of programs and refine strategies as needed. Continually assess and redesign retention programs to ensure potential issues are identified and addressed before they escalate.
- Collaboration with Cross-Functional Teams: Collaborate with product, services, support, marketing, and sales teams to ensure CX initiatives are aligned with client needs and MRI goals. Work together to implement projects that address specific client pain points.
- Client Segmentation & Targeting: Use data to identify key client groups that may benefit from tailored CX programs. Customise initiatives to address the specific needs of different client segments, such as high-value clients or those in critical stages of the client journey.

Job Requirements:

- At least 3-5 years of experience working in relevant industries such as client experience, project management, or client service
- Bachelor's degree highly desirable
- Exceptional ownership and bias for action - willing to move quickly and decisively with autonomy
- Excellent cross departmental collaboration and stakeholder management skills
- Strong critical thinker with the vision to work both tactically and strategically
- Exceptional verbal and written communication skills
- Proven quantitative and qualitive analytical skills with a natural tendency to use data in decision-making and prioritization
- Experience working in support of multiple technologies

Benefits:

- Hybrid Working Model (2x days in the office, 3x days work from home)
- Annual Performance bonus
- 16 hours Flexi AnyDay
- Me Days: additional 3 days of annual leave for qualifying employees
- Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories

About the Business:

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