Customer Experience Manager

Job Description

We are looking for a Customer Experience Manager to lead our customer support team in Geelong. This role involves implementing strategies to enhance customer satisfaction, build lasting relationships, and deliver exceptional service. The ideal candidate will be passionate about customer care, possess strong leadership skills, and have a proven track record in improving support processes.

Responsibilities

• Create and implement training programs for customer support staff.
• Engage with customers through surveys to gauge satisfaction levels.
• Develop strategies to seamlessly integrate customer feedback into business practices.
• Analyze data to identify patterns and trends in customer experiences.
• Mentor team members to encourage professional growth and development.
• Assist in the development of customer service policies and procedures.
• Ensure compliance with company standards and regulations.
• Prepare reports for management on customer service metrics and outcomes.

Requirements

Education

• Bachelor's degree in Marketing or related field
• Master’s degree in Management is a plus

Experience

• 5 years of experience in managing customer interactions or customer experience roles

Technical Skills

• Customer Journey Mapping
• Project Management Software

Soft Skills

• Empathy
• Problem-Solving

Languages

• English: Fluent

Advantageous

• Familiarity with customer satisfaction surveys: Experience in creating and analyzing customer satisfaction surveys.
• Experience in customer service training: Proven track record in training staff for customer service excellence.

Benefits

• Comprehensive health and wellness programs
• Performance bonuses based on team success
• Access to training and development resources
• Supportive team environment

Company Culture

• Inclusivity: We embrace diversity and inclusivity in our workplace.
• Continuous Improvement: We strive for excellence and continuous improvement in all aspects.
• Sustainability: We are committed to sustainable practices and giving back to the community.