National Customer Experience Manager

3 days ago

Sydney, New South Wales, Australia Supagas Full time

Overview
National Customer Experience Manager
at
Supagas
– lead and elevate customer service across our branch networks. 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 a continuous improvement mindset to enhance the customer experience nationally.
Responsibilities
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.
Skills and Experiences
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 is well regarded.
Advanced written, oral and interpersonal skills with the ability to present ideas to management and influence stakeholders.
Strong stakeholder management experience and capability working with multi-disciplinary teams.
Ability to describe problems/findings to different audiences (technical and non-technical), leveraging visualization tools effectively.
Robust analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy.
Proficient data analysis, data modelling and mapping skills.
Self-motivated, results-focused mindset with the ability to manage multiple tasks under pressure and tight deadlines.
Ability to prepare and deliver presentations to various levels of business stakeholders.
What we offer
Long-term job stability.
Real sense 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. Early applications are strongly encouraged.
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