Customer Experience Manager

**Customer Experience Manager - Sydney Office - Permanent Full Time**

Due to significantly expanding our CX operations, we have a fantastic newly created opportunity for a
- **Customer Experience (CX) Manager** to join our geo-dispersed and largely remote Customer Experience team across Australia and the Philippines here at Domain. Based in Sydney, Melbourne or Brisbane, you will own the customer support for your portfolio of Domain Solutions (e.g. Marketing Solutions, Agent Solutions)**Who are you?**
- You are a proven Contact Centre Operations Manager with a strong passion for delivering a seamless consistent inbound customer support experience for all customers across multiple product lines, ensuring customer love whilst identifying upsell and cross-sell opportunities for the sales teams.- Reporting directly to the Customer Experience Operations Director, you will work closely with the Customer Solutions Directors, Product Leads and other key stakeholders to manage efficient and effective support services for your designated portfolio of Domain Solutions.- You will be someone who thrives in a team environment, is customer-focused, results-driven, and has the ability to work autonomously and we give you the opportunity to work with and build relationships with different areas of the business whilst making a big impact.- With a direct and indirect team of Customer Experience (totalling approx 40 pax) you will:
- Be accountable for optimising customer experience whilst looking for ways to make the team more efficient
- Design, implement and optimise team structures to ensure resources are deployed in the most efficient and effective manner
- Continuously track and monitor the effectiveness of your customer experience team, selecting key metrics to reflect the objectives of this role
- Communicate product issues to the relevant Product leads. Share best practices with other CX managers to help scale and/or reduce costs
- Have experience managing and leading teams through Managers
- Inspire, coordinate, and drive the performance of the team as well as develop team leaders through coaching
- Possess excellent communication & presentation skills to interact effectively with stakeholders and senior leadership
- Have a passion for operational excellence and inherent curiosity to understand business systems
- Strong analytical skills to analyse contact centre metrics (eg, AHT, CSAT, CES), generate reports, and evaluate performance
- Have experience in managing highly successful customer support teams in a contact centre environment

**Desirable skills**:

- Prior experience with Zendesk
- Experience working in outbound call centre sales
- Experience working with billing systems
- Experience working with contact centres outside of Australia, Philippines experience preferred

**Why join us?**
Working hybrid, this is a role that will keep you on your toes. We’re the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:
- Flexibility tailored to you - so if you’ve recently made a sea change, work adjusted hours or like the idea of hybrid working, it’ll be perfect;
- Discounts on things like _Domain Home Loans_;
- Access to_ Perkbox_, giving you discounts across healthcare, entertainment, food, utilities and more
- Continuous opportunities to leap, learn and grow.
- We don’t just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities. That’s why we want you.**Who are we?**
- We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data. Changing the way people engage with property requires a team of diverse thinkers.**What’s next?