Digital Customer Experience Lead

2 days ago

Melbourne, Australia Asahi Beverages Full time

**Your Impact**

Reporting to the CX Systems and Sales Optimisation Manager, The Digital Experience Lead is responsible for B2B customer digital journeys and the service design of processes across CUB's Customer Experience and Sales Operations service model. Sitting in our Southbank office, this role will drive data led insights through metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). An advocate for the voice of our customer, this role informs and executes process optimisation to deliver great customer experiences.

**The Opportunity**

**Other key responsibilities include**:

- Work with relevant stakeholders to define and improve CX processes to create frictionless internal and external journeys
- Work across the CX leadership team to ensure front line staff have the right training and processes in place for first contact resolution
- Monitor and measure Customer Experience on a weekly basis
- Development and Improvement recommendations for CUB Online, CRM (Salesforce) and related systems

**About You**

You are a strategic thinker who is naturally curious and constantly innovating to improve the user experience at every touchpoint. You have strong presentation and stakeholder management skills as well as the ability to understand in-depth analytics to perform trend/correlation analysis.

**You also bring**:

- e-Commerce expierience (B2B context preferable)
- CRM software experience (Salesforce preferable)
- A commercially focused mindset with the ability to balance customer requirements with business imperatives.
- Effective communication with sound coaching skills - internal & external.
- Resource planning and optimisation; including activity planning, tracking and evaluation as well as resource management
- Industry experience or contact centre experience within digital streams is advantageous

**Why Us?**

You’re probably aware of Asahi Beverages acquisition of CUB which has resulted in one of the most impressive and expansive beverages portfolios in Australia. You’ll get to work across this incredible portfolio, unlocking the potential of our people across all business functions.

By joining CUB, you are opening up a world of career possibilities. If you achieve results, expect to be rewarded with bigger challenges and greater opportunities. We respect the unique ingredients that make each and every one of us an individual and we believe this approach enables innovation and creativity.

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