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Customer Experience Manager - Australian owned manufacturing co

Job title: Customer Experience Manager - Australian owned manufacturing co
Location: Melbourne
Industry: Contact Centre Customer Transformation Customer Experience
Salary: $120k-$140k + super
Reference: 887168

Job description

This is a newly created CX Manager role for this global manufacturing business.  They are leaders within their field with well over 250 staff in Australia and 70+ across NZ & Europe.

The focus for the role, in addition to heading up a small team of Customer Service Representatives, will be to provide expert strategic advice to the Commercial Director and on the design and development of customer experience strategies and standards - shifting the business to a mindset of Best Practise in Customer Service.
The Job:
  • Work closely with the GM to define & execute the CX strategy for the company group 
  • Manage, lead and coach a small team of Customer Service Representatives
  • Provide your CX expertise to senior stakeholders on best practise in customer service 
  • Be the ambassador for the shift in cultural change
  • Optimise Salesforce CRM platform to provide a seamless CX journey
  • Define the CX framework to ensure that the data provides meaningful insights into customer perception
The Ideal Candidate:
  • A deep understanding of Customer Experience
  • Minimum 5 years’ experience in customer service – either in a phone based or face to face environment
  • Leadership & people management experience
  • Ideally experience within a distribution or customer service centre
  • Some budget management experience
  • Understanding of various technology within a customer service capacity
This is a great company that take care of its people – note that they are located 30 minutes north of Melbourne and have onsite parking available.
Note that their operating hours are Monday-Friday 8:30am-5:00pm
Apply now with a copy of your resume and cover letter in word format.
Expired job
Expired job

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