National Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia Supagas Full time $120,000 - $180,000 per year

About the Company

Supagas is a fast-growing national, leading supplier of cylinder gases such as LPG, Industrial Gases, Hospitality Gases and Helium. We are rapidly building a reputation for growth and success based on an exceptional "YES WE CAN" customer service offering and quality products in the highly competitive market.

About the role

Supagas is seeking a National Customer Experience Manager to lead and elevate customer service across our branch networks.

You'll set high service standards, ensure compliance, and empower teams with the right tools and frameworks to deliver exceptional service. This role requires collaboration, influence and continuous improvement mindset to enhance the customer experience nationally.

As an adept leader, you will:

  • Design, implement and govern customer service processes and compliance.
  • Develop and manage national customer service training programs for all staff.
  • Drive engagement and collaboration with branch teams and key stakeholders.
  • Monitor and measure customer experience through KPIs, NPS and performance dashboards.
  • Reduce service issues and credits through process improvements and targeted training.
  • Oversee complaint handling, customer queries and resolution processes.
  • Improve digital solutions, CRM usage and online customer interactions.
  • Collaborate with marketing to enhance customer engagement and portal usage.
  • Ensure consistent product knowledge and service delivery across all branches.
  • Implement data-driven strategies to increase efficiency, quality, and continuous improvement.

You possess:

  • Established track record in a comparable position, preferably across multiple locations or regions (minimum of 5 years' experience).
  • Demonstrated customer-centric approach, with a focus on enhancing and elevating the end-to-end customer journey.
  • Familiarity with CRM systems, customer portals and other digital tools.
  • Exposure to AI-driven tools and technologies – well regarded.
  • Advanced written, oral and interpersonal skills with the ability to present ideas, perspectives and issues to management, alongside ability to influence stakeholders.
  • Strong stakeholder management expertise and experience working with multi-disciplinary teams.
  • Excellent ability to describe problems/findings to different audiences (technical, non-technical), leveraging visualization tools effectively.
  • Robust analytical skills with the ability to collect, organize, analyze and disseminate signification amounts of information with attention to detail and accuracy.
  • Proficient data analysis, data modelling and mapping skills.
  • A self-motivated, results-focused mindset with the ability to manage multiple tasks and perform effectively under pressure and tight deadlines.
  • The ability to prepare and deliver presentations to various levels of business stakeholders.

What we offer?

  • Long-term job stability.
  • Real essence of family and community across the team.
  • Career development opportunities and ongoing training.
  • Referral rewards – earn extra by referring friends to join the team.
  • Access to Employee Assistance Program.
  • Access to our Employee Benefits App – discounts at 1,700+ brands for you and your family.

We reserve the right to commence the recruitment process prior to the advertised closing date. Therefore, early applications are strongly encouraged.

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