National Customer Experience Manager

3 days ago

Padstow, Australia O'Brien Glass Industries Limited Full time

Are you wanting to work for an organisation that values their people, invests in communities, is passionate about diversity and inclusion, and has a commitment to our environment? If this sounds like you, then we have your next opportunity.

**Key Points**
- Newly created role to support business growth
- Flexible working options including hybrid working arrangements
- A fantastic opportunity for career growth and personal development

**The Role**

The National Customer Experience Manager is responsible for the management and the delivery of best practice customer experience strategies within our AutoGlass Division, with the purpose to delight our customers from the moment they engage with our Service Centres. The National Customer Experience Manager will achieve this by delivering operational efficiency through the development and implementation of effective processes, procedures & systems. Key duties and responsibilities include:

- Utilise both innovative and best practice customer experience strategies to maximise customer satisfaction
- Identify and implement solutions to improve the customer journey
- Monitor, review and enhance the customer service standards across the AutoGlass division
- Lead, develop, and inspire the centralised customer experience team
- Oversee our customer satisfaction and facilitate key account reporting and strengths and opportunities
- Inter/intrastate travel required on a business needs basis

**The Perks**

O’Brien® is committed to giving you fantastic benefits, a platform for development and working with you to grow your career. To support this, we offer:

- Flexible working including hybrid working arrangements and ability to work from corporate Head Office, Service Centres and other O’Brien locations nationally
- Ongoing reward and recognition programs
- Ongoing learning and development opportunities
- Community service/volunteering leave and giving back opportunities
- Employee discounts with O’Brien services and our corporate partners

**What we are looking for**

At O’Brien® we are Caring, Collaborative, Genuine and Driven. We call this our DNA, and it’s what we look when finding and growing our team members. If you fit the DNA, you’ll fit here. In conjunction we are needing someone with:

- 5+ years’ related experience (automotive industry experience highly desirable but not required)
- Demonstrated strong leadership and coaching experience
- Proven ability to drive change across multiple and varied business units/locations/divisions
- Highly developed stakeholder engagement, influencing, and presenting skills
- Strong IT skills in particular MS Office Suite (Excel, PowerPoint, etc.)

As part of Belron®, the world's leading glass specialists operating in 35 countries, O'Brien® put our customer at the heart of everything that we do. We serve more than 300,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. We are a highly successful business, and we need talented people like you to keep us strong. We strive to create a work experience where you can be yourself, achieve great things and feel inspired. A workplace where you can be your best you.

O’Brien® is an equal opportunity employer. We celebrate diversity and are committed to create an inclusive environment for all employees. Our goal is to be a diverse workforce that is representative of the communities we serve. If you don’t quite meet all of the criteria but feel like you could make a difference at O’Brien, get in touch.

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