Customer Experience Manager

3 weeks ago

Perth, Australia ABN Group Full time

Our Company

For almost 45 years, ABN Group has been a pioneer in the building, property, and finance industries, making the dream of home ownership a reality for thousands in Western Australia and Victoria. We've crafted over 90,000 homes, ranging from first homes to luxury residences, all while maintaining the trust of our community – 1 in 4 customers referred to us by someone who believes in our commitment. 

Home Assist is the service and maintenance division of ABN Group. We pride ourselves on our customer centric approach to the service needs of homebuilders and deliver an exceptional experience throughout the maintenance period of every home we build.

Home Assist is looking for a Customer Experience Team Manager to join our passionate and dedicated team.

The Role

The Customer Experience Manager is a key role with ownership of the customer experience journey. This role will bring best in industry customer experience solutions, drive consistency in delivery, support, and build on our customer service offering.

Responsibilities of this role include but are not limited to:

  • Develop, align and manage the Home Assist customer experience strategy, in support of ABN Group direction to create a holistic and seamless customer experience journey
  • Work with key stakeholders to build and implement a customer experience strategy incorporating relevant analytics, customer value proposition, marketing strategy and business performance metrics
  • Build relationships with all key stakeholders – Home Assist team, Retail, Operations and Construction functions, Learning and Development, Suppliers, Contractors etc 
  • Support user engagement with relevant programmes through best practice training, feedback and improvements
  • Facilitate the framework and training for surfacing of insights and opportunities for the business
  • Work closely with leadership team to create a fun and proactive environment
  • Provide leadership and support the Customer Experience team with their day to day tasks and interactions

You

The successful candidate will have a natural ability for building strong internal and external relationships.

  • Strong customer focus - ability to analyse data and present trends, understand root cause and drive improvements to enhance customer experience
  • Experience in leading and managing teams – passionate about promoting ongoing development
  • Exceptional communication skills – both written and verbal
  • Ability to clearly articulate messages to a variety of audiences
  • Ability to influence others and move toward a common vision or goal
  • Demonstrated organisational and prioritising skills
  • Demonstrated experience in providing exceptional customer service to multiple stakeholders simultaneously
  • Works well under pressure and have professional presentation

Why ABN?

We're not just offering a job; we're inviting you to be part of a family that values innovation, passion, and excellence. Our employee benefits include:

  • In-House Discounts: Exclusive discounts to enjoy
  • Flexibility: Work arrangements tailored to support your work-life balance
  • Career Growth: Opportunities to elevate your career within a thriving organization
  • Wellness Focus: Dedicated programs to nurture your well-being
  • Health Coverage: Access discounted private health insurance
  • Parental Leave: Paid leave for both primary and non-primary carers

To Apply

As part of the ABN Group, this role offers ample growth opportunities for long term career development. To take advantage of this excellent opportunity apply now.

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