Customer Experience Manager

2 days ago

Seven Hills, Australia Advanta Full time

**Introduction**:
**About the Company**:
Advanta is an Australian commercial seating manufacturer, supplying to the Australian and International commercial project markets through our dealer network.
Our aim is to give every client an excellent customer service experience, superior quality products and outstanding after sales service - in short a ‘WOW’ service.
Our employees love working as part of a fast growing, progressive and extremely customer-focused business to achieve top results.
We are passionate about helping others to succeed, maintaining our consistency and integrity, and always going above and beyond.
**Description**:
**About the Role**:
As Customer Experience Manager, you'll work closely with the Head of Sales, Head of Operations and Head of Marketing to oversee and enhance our customer care operations, based out of our Head Office in Perth (Forrestfield).
Your ultimate goal is to take ownership of the entire customer experience, ensuring excellence in every interaction and delighting customers at every touchpoint with Advanta.
**Key Responsibilities**:

- Manage and lead the customer care team to deliver outstanding service.
- Ensure 100% accuracy in processing all customer orders.
- Clearly and efficiently communicate information impacting customer experience to the sales and operations teams.
- Implement scalable solutions to facilitate growth in the customer care space.
- Develop and maintain relationships with the top 20 VIP customers in collaboration with the National Sales Manager.
- Act as the escalation point for any customer issues.
- Manage the Customer Feedback and NPS system, taking appropriate actions based on customer input.
- Collect and relay industry feedback and requests to the relevant teams.
- Oversee warranty management processes.
- Collaborate with Finance on managing any debtors of concern.
- Utilise data for reporting and analysis to gain insights and make informed decisions to enhance the customer experience.
- Oversee various administrative functions at Advanta, including office and facilities management, consumables ordering, fleet and equipment management, company assets management, and insurance.

**Skills and Experiences**:
**About You**:

- Proven experience in a senior customer experience/care role, with strong leadership and management skills, within a manufacturing/product-focused business is crucial.
- You understand that product quality and customer relationships are key
- Experience in managing remote teams and coordinating effectively across different locations.
- Exceptional communication, attention to detail and problem-solving abilities.
- Experience with customer feedback systems and data analysis.
- Ability to develop and implement scalable solutions.
- Strong organisational skills with the ability to manage multiple responsibilities.
- Customer-focused.

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