Our client is looking for a Global Customer Experience / Operations Manager. This is a challenging but rewarding role and it is pivotal to the success of our company’s growth. We are looking at onboarding and supporting more customers than ever before in more places and want to make sure that their journey from Sales > Onboarding > Ownership is world-class. The Customer Experience / Operations Manager will be responsible for:
- Leading and developing our Onboarding and Customer Service Teams
- Developing a Technical Account Management Team
- Leading a team of customer experience representatives to ensure a high standard of service is delivered on all customer interactions
- Overseeing the hiring and training of customer experience personnel to ensure an effective workforce covering global timezones.
- Developing and implementing strategies to improve customer relationships, experience, satisfaction and to promote referrals
- Collect, analyse, and interpret customer interaction data to identify requirements and information useful in optimising the customer experience
- Liaise with the organisation’s marketing and sales teams to analyse customer feedback and develop programs effective for improved customer experience
- Monitor the activities of customer experience staff to ensure compliance with set standards of courtesy and professionalism
- Measuring, analysing and optimising the customer journey
- Digitising and automating as much of the customer journey as possible
- Improving our customer satisfaction (Currently measured through NPS) and raising our retention rate
- Budget preparation and management (P&L responsibility)
- Organise training programs for customer experience and onboarding team in order to update their job knowledge and enhance their skills.
The location of the role is in Sydney.
You must have the legal right to live and work in the location this job is advertised in. This means you must have citizenship, residency, or a current work visa. You must already live in the area, supply a local phone number, and be available for interview at short notice. You must have excellent communication skills and a high standard of both written and spoken English.
Apply in the first instance by sending your CV to recruitment.manager@hadwinjones.com referencing the vacancy code listed in the job title.