Customer Solutions Lead

3 days ago

Eight Mile Plains, Australia OnTalent Full time

Customer experience, Sales/Account Management
- Fuel card programs, customer solutions
- Retail, B2B, Convenience, Customer Service team management

**About the business**:
Successful, iconic Australian-owned company is seeking an experienced Customer Solutions Lead for their retail and convenience business. The companies offering transitions across convenience, QSR, and Fuel.

**About the role**:
Ensure the end-to-end delivery of a seamless Customer Experience for retail and commercial card customers, by leading, motivating, and influencing key internal stakeholders.

Grow the Card business program by providing management to key customers, and monitoring trends and developments within the Fuel Card market to help shape future initiatives, resources, and strategies.

**Role Expectations and Outcomes**:

- Increase fuel volume and card numbers of existing customers.
- Increasing key revenue streams e.g. Card Fees
- Use the increased engagement by key teams to add new customers to the Card portfolio.
- Streamline process & key touchpoints to improve customer experience lifecycle.
- Implement robust Account Management approach for Customer Service Team including Triggers e.g. new accounts, dropped volume, and increase volume.
- Key contact for all major accounts
- Develop “license to operate” marketing materials.
- Continually look for improvement and/or alternate methods/channels to achieve desired growth.
- Manage Customer Service Function including offshore team, hands-on management of team as well as full oversight

**Skills and experience should cover**:

- A deep understanding of the modern Australian fuel card industry, what drives customer decision-making, and the key components in driving market share.
- Experience in managing a customer focused team and delivering customer service KPIs.
- Significant experience across all key stakeholder areas (Retail, B2B, Marketing, Communications, Fulfilment)
- Well-developed Communications skills across all mediums
- Excellent knowledge of Excel and PowerPoint.
- Self-starter with excellent prioritisation skills to match effort with outcomes.
- Analytical expertise with an ability to identify trends and focus areas.

A team player that effectively brings together key service teams (IT, Credit, Retail, Customer Service, Fulfilment) on a journey that delivers the desired Customer Experience

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