Head of Customer Success

2 weeks ago

Oakleigh, Australia A2B Australia Full time

**About Us**

We have an exciting opportunity for a
**Head of Customer Success** to join our Melbourne Team. The newly created role is dedicated to establishing one approach to deep customer care that makes 13cabs the first choice for customers, drivers and operators. The role will report to the Chief Operation Officer and is responsible for creating a best-practice service.

Playing a critical role in driving customer satisfaction and success, this leadership position requires a strategic thinker who can develop and implement initiatives that will ensure a seamless customer experience and utilize technology to build an efficient and seamless operation for all contact centre sites.

**Your Responsibilities**
- Develop and execute a comprehensive transformation strategy, aligning it with the company's vision and objectives, with a particular focus on enhancing customer service and operational efficiencies.
- Establish strong relationships with senior stakeholders to gain support and drive alignment for the transformation initiatives.
- Assess the current customer service landscape and identify areas for improvement in processes, systems, and employee engagement and experience.
- Implement change management strategies to foster a customer-centric culture, promoting accountability and ensuring all employees understand their roles in delivering exceptional customer service.
- Establish a robust data analytics framework to collect, analyse, and derive actionable insights from customer data and feedback.
- Drive a customer-first mindset by advocating for customer needs, expectations, and preferences at all levels of the organisation.
- Promote a culture that values innovation, collaboration, and ongoing learning to drive improvements in customer service.

**About You**
- Have a track record of delivery, executing to high standards across a range of skills, including business analysis, customer-centred design, project management, product ownership and change management.
- You will have a deep understanding of customer needs and behaviours and strong leadership skills to collaborate with cross-functional teams.
- A solid background in building & leading high preformance/engaged teams, working cross-functionally, the ability to story tell and translate business requirements to key stakeholders to influence key decision-making is essential.
- Developing and implementing customer experience strategies and initiatives, strong analytical skills, with experience using data and customer insights to inform decision-making.
- Experience in managing contact centre operations Is desirable but not essential.

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