For Recruiters

Customer Experience Manager

Hays
Sydney, Australia
Posted 10 days ago Permanent Competitive
See job description for details
Customer Experience Manager. 130,000 - 140,000 + super. International brand.
Your new company
Our organisation is powered by the brightest minds in e-commerce, technology, media and data to transform the way people live and shop.
Our digital team brings together some of Australia's brightest minds. From complex and creative, to innovative concepts for new and different brands our people shape the future of the retail industry, every single day.

Your new role
The Customer Experience Manager will be responsible for leading and implementing B2B focussed customer and business strategies into the Customer Hub team. This cross-functional role will be able to effectively communicate and deliver key projects and initiatives that will support and improve customer advocacy. With a deep understanding of B2B customers and their needs, this role has a strong focus on service excellence, execution and quality.
  • Manage the daily running of the B2B customer support and account executive teams ensuring that high quality and accurate support is provided to B2B customers
  • Lead key business projects to enhance the customer experience and streamline processes and procedures to enable efficiency and adherence
  • Drive people productivity and high performance through objectives and KPI setting aligned to target business initiatives, outcomes, service levels and delivering
  • Support of all relevant lead and lag indicators of satisfaction/loyalty etc for the companies Business Customers ensuring real-time visibility and transparency of results vs targets.
  • Identify continuous improvement opportunities through monitoring service performance and analysing trends
  • Liaise with stakeholders to support the team through change management and process improvement
  • Liaise and build relationships with business stakeholders to gather feedback and in return provide customer feedback
What you'll need to succeed
  • 3-5 years experience managing a team within B2B
  • Solution orientated
  • Previous Agile experience preferred
  • Passion for working in fast paced, customer focused environment
  • Strong communication and interpersonal skills
What you'll get in return
  • $130,000 - $140,000 + super
  • Fantastic company culture
  • Great
  • Hybrid work environment - WFH/Office
  • Office located between Surry Hills and Mascot - flexibly to WFH up to 2 days per week
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

LHS 297508 #2681503
Job ID  2681503
ABOUT COMPANY
Sydney, Australia
12100 Employees HR & Recruitment

About us

At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. You are at the heart of everything we do. With over 50 years’ experience and a workforce of more than 10,000 people across 32 countries, we collectively put our customers, at the heart of everything we do.

Drawing on knowledge that’s unique to our scale, our commitment to understanding your needs and our ability to meaningfully innovate we are more than just a specialist recruitment business. By providing advice, insights and expertise on issues you face in today’s fast paced world of work, we’ll help you make the right decisions for tomorrow.

Looking for the right role for you? 

At Hays we know that finding the right role at the right time takes careful consideration. As your lifelong career partners, we’re by your side, every step of the way.

Whether you’re seeking a new opportunity or support in navigating a career change, we bring the expertise and the connections to partner with you to help you realise your ambition.

Providing an unmatched breadth of jobs across industries and professions whilst leveraging our knowledge, employer relationships, learning opportunities and support, we can offer you roles that challenge and excite you.

Take the next step at hays.com.au

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