National Customer Experience Manager

2 weeks ago

Parramatta, Australia Hitachi Full time

**About us.**

Hitachi Construction Machinery (Australia) Pty Ltd is a leading manufacturer of construction and mining equipment. At the heart of our machines, our talented and dedicated employees are committed to providing industry-leading after sales service and reliable solutions. We are dedicated to supporting our people, rewarding successes and helping individuals grow. We offer a career path with the future in mind, providing training and development opportunities to help us achieve quality standards. We inspire a safe and healthy working environment through our safety and wellness campaigns so that we can all 'See You Tomorrow'.

Come and discover the opportunity to join the team at Hitachi. We are here for the long haul.

**About the Role**

We are seeking to appoint a position to implement a sustainable customer experience program. The National Customer Experience Manager will develop and drive our internal processes to further enhance the company's customer service strategy. If you thrive on challenges, this new career opportunity will require you to seek customer feedback, develop, implement and lead the customer experience strategy across the organisation. Based at our Parramatta office, and reporting to the National Parts and Services Strategy Manager, you would also be responsible for the following:

- Own, develop and drive the Customer Experience program.
- Manage the NPS customer satisfaction program.Develop and implement standards and best practices with the aim to achieve an expected quality and consistency of customer service.
- Utilise customer feedback to drive business improvement initiatives.
- Develop and maintain the company CRM strategy in conjunction with Sales, Operations and IT.
- Marketing and communications to drive the customer service message.

**About You**

You are a results driven individual with exceptional engagement skills and the ability to use technology to initiate, recommend and plan our customer experience strategies. To be successful in this role you will need:

- Previous experience in a customer experience, project management or marketing role in a medium to large multi-branch organisation.
- Strong leadership skills with the ability to build effective partnerships with various stakeholders within the business.
- Ability to manage and deliver multiple projects in a timely manner.
- Professional communication skills with the ability to influence change.
- Strong analytical skills with high level Microsoft suite skills to produce meaningful presentations and reports.

**On Offer**

With long term career paths and personal development opportunities, Hitachi offers a challenging yet rewarding environment for all its employees. Along with this, HCA also offers:

- A competitive base salary + Car /Car allowance + Bi annual bonuses
- Supportive management team
- A culture based on recognition of effort

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