Member Services and Experience Manager

Heyyyyy We're Cashrewards, a shopping gateway to cashback deals and more from Australia’s leading brands.

We exist to make every day more rewarding for our members, for our brand partners, for sick kids and for each other.

Our brand partners work with us because our unique proposition delivers best-in-market returns on their marketing investment, growing sales and increasing customer loyalty. To date we have delivered more than $3 billion of sales for our brand partners, translating into more than $130 million of real cash savings for members. Along the way we have donated more than $1 million to the Starlight Foundation, helping bring joy to more than 26,000 sick children and their families.

We're backed by 1835i, one of Australia's leading venture funds, and we sit in their portfolio alongside some of Australia's most promising fintech and e-commerce companies including Airwallex, Valiant Finance, Divipay and Slyp.

Reporting to the Head of Operations, you will be responsible for the management of our AU and international Member Services Team. The role will also require you to drive a customer centric culture by collaborating with cross functional business teams as a voice for delivering the best in class customer experience.
- In managing the Member Services Team you will work closely with the Member Services Team Leader to ensure daily SLAs and quality standards are met. You will support the Team Leader to ensure team training is up to date and trends and issues are identified.
- In driving a customer centric culture to improve experience you will be a resource for ad hoc projects, research and product improvements across teams including; Design, Product, Brand, Copywriting, Strategy and Marketing. In working with other teams, you will understand the importance of recognising the scale of customer pain points and responding accordingly. In doing so, you will understand business objectives and consider the flow on effects to the customer life cycle and experience when weighing up options from a whole of business perspective. You will be part of a working environment that encourages innovative thinking, investigation and research, collaboration and teamwork. This role requires you to build strong relationships with internal and external stakeholders, with mutual respect and to effectively communicate across the organisation.

**Your Focus**:

- Manage the Member Services Team with assistance from the Team Leader in directing daily operations, supervising, training, developing and coaching;
- Ensure Member Services policies and procedures are up to date and consider new / updated Product developments;
- Meet agreed SLAs and quality standards;
- Ensure the necessary resources and tools are available for quality member experiences;
- Identify and assess trends in incoming tickets and report to relevant stakeholders for action;
- Update weekly and monthly ticket analysis report for Head of Operations;
- Liaise with relevant business teams to improve the quality of service, and both support and implement growth strategies;
- Handle complex and escalated ticket issues;
- Manage ticketing/enquiries software including implementations, improvements; chat flows, enquiries flow, agent assignment and so on;
- Manage enquiry flows on site for best customer experience and implement improvements over time (via Product);
- Ensure member FAQs are up to date and reviewed at least bi-annually including legal sign-off;
- Be a resource for ah-hoc projects and product changes to improve customer experience and consistency;
- Provide customer pain point analytics to business teams based on ticket data;
- Assist with customer research as required across Product, Design, Marketing and Strategy;
- Assist with copywriting changes that impact member experience by providing insight from member enquiries and feedback;
- Engage with Product teams where improvements and changes affect member facing experience;
- Assist with streamlining communications regarding customer experience across all business teams, from raising issues, bugs, improvement requests, research and pain points. All communications will bear in mind business strategy, team priorities and magnitude of issues;
- Assist in developing and implementing team strategy and goals useful in improving customer relationship, experience and satisfaction;
- Meet KPIs set by Head of Operations which tie into the overall business objectives;
- Ad-hoc tasks and projects as directed by the Head of Operations.

**About You**:

- Prior experience in managing, training and mentoring a team
- Knowledge of customer life-cycle.
- Must be able to work under pressure, with a positive can-do attitude and a sense of fun.
- Be able to see the big picture and work toward meeting business strategic goals.
- Ability to work with various teams and be aware and able to manage your deadlines in line with the deadlines of other teams efficiently.
- Excellent verbal, written communication and presen