Senior Manager - Customer Experience
An opportunity like this does not come up often in the Australian marketplace! Join a startup without the risk of a startup.
Summary about this job
Product Management & Development
Company: Randstad - Sales, Marketing & Communications
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-4161-2644
Fax: +61-3-5908-6188
E-mail: n\a
Site: n\a
Detail information about job Senior Manager - Customer Experience. Terms and conditions vacancy
- Exciting challenger brand new to market
- Startup culture with established international backing
- Drive the Customer Experience function
An opportunity like this does not come up often in the Australian marketplace! Join a startup without the risk of a startup.
We are looking for an experienced Customer Experience executive who has the confidence and experience to establish a division from scratch, be hands on initially, yet build and lead a team.
You would be joining an internationally established app based consumer services brand that has recently launched in Australia, and is set to take off in a high profile category. You will be the champion and owner of the Customer Experience across the business.
The role:
- Using customer data as a base you will leverage insights and analytics to drive Customer Journeys across the business
- Liaise with international peers on Customer Experience, insights and analytics
- Drive app and offering innovation through insights, liaising with development team to make customer experience world class through excellent delivery
- Conceptualize, benchmark, implement and monitor delivery of systems and standards of customer service and experience
- Champion Customer Experience standards via publishing data, root causes and action plans.
- Build alignment, and drive standards across operations.
- Review the preparation, analysis and monitoring of Service Standards reports eg Mystery Audits, Top Box score, response rates and study trends . Supervise execution of action planning
- Supervise the redress of customer complaints raised and develop proactive action plans and procedures to prevent further occurrence
- Ensure smooth flow of information to relevant departments on Customer complaints specially in case of legal, social media threats etc
What are we looking for?
- Total 8-10+ years of experience with proven leadership and customer centric businesses
- Tertiary degree in a related discipline
- Extensive experience in developing and driving Customer Experience Standards. Experience in a digital businesses would give you an advantage.
- Strong project management skills
- Experience in mapping customer journeys, driving insight projects and the use of data to inform customer-led decisions
- Understanding of customer lifecycle communication.
- High energy and the ability to be agile and work in an ambiguous and unstructured environment
To apply please submit your CV and a cover letter via the link. For more information on the role please contact Dave van Kuijk at [email protected] or 02 8298 3818. Regrettably we are unable to consider candidates who do not have working rights in Australia.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.