Customer Experience Coordinator

**Description**:
**About Us**

We're all about empowering people to take action in key areas where we can have the most impact: to keep ahead of climate change, save the reef and oceans, restore our iconic landscapes and protect our unique wildlife.

Central to our approach is the use of citizen science, where people from all walks of life gather critical scientific data to generate environmental insights, inform future policy and motivate long-term behaviour change.

Earthwatch was founded in 1971, (established in Australia in 1982) with five offices around the globe, aiming to empower people to save the natural world. We do this by engaging the community directly in environmental and sustainability experiences through Work (corporate programs), Life (student and teacher programs) and Play (public expeditions). This hands-on experience bridges the gap between science and the community, creating an informed society that can translate scientific knowledge into sustainable action.

We are a small, yet powerful organisation united in the following values:
**Responsibilit**y: The wellbeing of our staff, researchers, volunteers and the environments in which we work is at the core of our operations

**Integrity**: We act at all times in good faith and with exemplary honesty and transparency

**Professionalism**: All of our actions demonstrate our commitment to the highest standards of professionalism and service

**Inspiration**: We are inspired by our work and we seek to inspire others with experiences and knowledge that enable them to take action

**Inclusion**: We are greater than the sum of our parts; we collaborate with others and bring together diverse backgrounds with dignity, respect and fairness

**The Role**

This position liaises with our range of Customers ensuring a seamless end to end experience. From students of all ages and teachers, to corporates and the general public, the Customer Experience Co-ordinator will engage the Customer, processing all data, answering queries and seeking feedback, organically improving advocacy. This position is critical to the ongoing engagement of Earthwatch donors and growth of our donor supporter base. This role requires great people, communication and multi-tasking skills as it works across different departments and programs.

Excellent Customer service skills, super organised with a can-do attitude and a keen interest in the environment? If so, we’re excited in what you can bring to our team.

**KEY ACCOUNTABILITIES**

1. Customer engagement

2. Participant and Volunteer engagement

3. CRM & Office365 administration

4. Program & event delivery support

5. Other duties

1.** Customer engagement**
- Work with the Head of Business Operations to define and deliver a customer journey for all customer types, which includes:

- Schools: teachers and students who participate via educational programs and events
- Fellows: students and corporate employees who participate in (funded) Australian and overseas experiences
- Participants: who book one of our experiences (in Australia or overseas)
- Supporters: people who make donations
- Work with the Impact & Communications Officer to promote expedition opportunities and recruit customers (funded and retail)
- Work with the Head of Business Operations to develop and implement selection processes for competitive placements
- Collate post fielding reports in conjunction with the Programs and Education Teams
- Liaise with Earthwatch international offices to continually improve the customer journey for our experiences

2. **Participant and volunteer engagement**
- Support the Programs and Education Teams to recruit and collate participant and volunteer registration and data for experiences
- Represent Earthwatch at experiences and support participants and volunteers as required

3. **CRM & Office365 administration**
- Maintain database relating to customers, supporters, donations, appeals, donors, and events
- Identify and implement improvements as necessary to meet information and reporting needs
- Assist with appeals coordination
- Co-ordinate and process all customer data
- Liaise with Earthwatch US to ensure booking data accuracy in CRM
- Provide reports as required by the team
- Implement innovative approaches to streamline processes

4. **Program support**
- Work closely with the Programs and Education Teams to facilitate logistics and program delivery
- Assist in co-ordination of programs and attend field experiences as required
- Support the co-ordination and delivery of events to a range of stakeholders in various locations

5. **Other duties that support our mission**
- Participate in staff meetings, workshops, webinars and training activities as required.
- Travel to project locations if/when required
- Participate as a member of the Incident Management Team (on-call roster)
- Undertake other duties as required

**About you**

You’re a natural people person and it shows. You consider your organisational and custome