Customer Service Manager
The Customer Experience Manager is responsible for developing the strategic and operational planning, implementation of the customer experience.
Summary about this job
Management
Company: Rexel Electrical Supplies
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-5289-9412
Fax: +61-8-8326-6168
E-mail: n\a
Site: n\a
Detail information about job Customer Service Manager. Terms and conditions vacancy
Rexel Holdings Australia is a world leader in the Electrical Wholesale industry with 150 branches Australia wide. We are looking for an energetic, creative marketer who is passionate about the ever evolving world of digital marketing to join our team.
The Customer Service Manager is responsible for developing the operational planning, implementation and measurement of the customer experience using the tools available within the Rexel Group including NPS, CRM, customer care and loyalty programs in order to increase customer engagement and satisfaction.
Technical Skills/Experience
- Responsibility for understanding of drivers of Customer satisfaction and developing strategies that increase Rexel’s market share
- Understand our customer segments and build specific service strategies to suit
- Management and Analysis the Customer NPS program to develop service strategies that drive new customer acquisition and retention
- Management of Customer feedback and complaints, with solutions provided to maintain customer satisfaction
- Proactive customer contact / lead generation strategies and execution as part of the national marketing plan.
- Manage feedback with the business – internally and in branches – to develop strategies for success
- Develop service and experience strategies as part of the omnichannel marketing and communications strategies
- Documentation and control
Professional Requirements:
- Minimum of 3 years marketing experience in customer experience
- Experience using programs such as Microsoft Dynamics
- High level of verbal and written communication skills
- High level of interpersonal skills
- Proven ability to innovate and apply new concepts and ideas
- Cultural empathy
- Creativity combined with a high level of attention to detail
- Ability to straddle both strategic and operational aspects of the role
- Preferably experience in a business to business environment. Some exposure to business to consumer marketing would be desirable
Sounding like you and you want to join a growing team with a commitment to success? Then click to apply below.