Customer Experience Manager

Company Description

At JB Hi-Fi, we're more than just one of Australia's largest and most trusted retailers – our team is passionate, knowledgeable, and down-to-earth; we work hard and love what we do. We help people with better ways to live, learn, work, and play, offering the latest in technology, consumer electronics, home entertainment, and appliances at great prices.

We offer unbeatable value, world-class brands and exceptional customer service across our 300+ store network, online, and in our commercial division, JB Hi-Fi Business.

JB Hi-Fi is the perfect place to power your career, and we're excited to hear from you.

Why join JB Hi-Fi?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, including access to VIP supplier pricing and promotions.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and a wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

Job Description

This secondment role is for 10-12 months Parental Leave coverage for the Customer Experience Manager position. This role is responsible for the day-to-day leadership, coaching, and management of the Customer Experience Team. The Customer Experience Manager ensures that Team Leaders work with the Customer Experience Co-ordinators to deliver timely and effective case resolution while meeting performance metrics such as case resolution time, SLA adherence, and customer satisfaction (CSAT). The role also manages team schedules, leave, and workload distribution to ensure optimal team performance nationally. This position acts as the primary point of contact for escalated cases and complex issue resolution within the team.

Key Responsibilities:

• Lead, coach, and mentor the Customer Experience Team to ensure the delivery of exceptional customer support and case management.
• Monitor team KPIs, ensuring adherence to SLAs, efficient case resolution, and high levels of customer satisfaction.
• Manage case escalations, serving as the primary point of contact for escalated cases that require higher-level resolution or expertise.
• Oversee case distribution and workload, ensuring that cases are assigned appropriately, and team members are operating at optimal capacity.
• Support team members with complex cases, providing guidance on backorder management, supplier follow-ups, and complex order fulfilment.
• Collaborate with the Team Leaders in CET, CCT and IS to provide leadership and guidance to the broader Customer Experience Team on ways to improve performance and communication.
• Ensure SLA adherence, tracking performance against targets and reporting weekly to the Head of Customer Experience & Operations.
• Drive continuous improvement initiatives, working with the Customer Experience Team Leaders & Quality Lead to streamline case management processes and improve customer outcomes with a national focus.
• Drive value and purpose integration into reward and recognition programs to recognise to performers and culture creators.

Qualifications

To be successful in this role, you will need:

Essential:

• Team Leadership Experience: Proven experience leading a case management or customer support team, with a focus on coaching, performance management, and meeting KPIs.
• Case Management Expertise: Strong understanding of case management best practices, including case resolution, order fulfilment, backorder management, and complaint handling.
• Communication Skills: Excellent communication skills, with the ability to guide team members and resolve escalated cases professionally.
• Problem-Solving and Decision-Making: Ability to make sound decisions and solve complex or escalated cases effectively.
• Tech-Savvy: Proficiency with CRM tools, particularly Salesforce, CPQ, and Service Cloud.

Desirable:

• Process Improvement: Experience leading process improvement initiatives to streamline case management processes.
• Workload Management: Experience managing case distribution and ensuring even workload distribution across teams.

Additional Information

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don't meet 100% of the criteria) – please don't hesitate to apply