Customer Experience Manager

Melbourne

The Why

Our client is a Tech start-up based in Melbourne. They're passionate about building products that have real impact and improve the lives of everyday Australians.

Together we are looking for a Customer Experience Manager.

The What

  • Working closely with the Head of Customer Experience, you will partner with cross-functional teams to create and deliver key initiatives

  • Delivering system, process and communication improvements that allow them to scale how they deliver value to their Customers and proactively manage the Customer Lifecycle

  • Devise, design and deliver process and workflow changes that support new ways of managing their customer lifecycle across the Customer Experience team.

  • Support the Head of Customer Experience by designing and delivering frameworks that drive execution of adoption, upsell and churn prevention plans

  • Conduct deep dives into specific customer experiences to proactively identify customer risk and causes of customer effort or potential for dissatisfaction

  • Develop reporting, analysis and visualisation on voice of customer data (qualitative and quantitative) in order to provide benefits insights and present actionable recommendations to drive business making decisions

The How

With a Customer first mindset, you will do whatever is needed to make Customers succeed. You will love coming up with new ideas and are eager to make a positive impact on your career. You're an active listener and a proactive problem solver and thrive on delivering quality improvements that positively impact customers. You're organised, reliable and articulate. Additionally you:

  • Confident in data analytics frameworks and methodologies

  • Advanced skills in technical implementation of CRM changes and improvements

  • Proven track record in definition, design and delivery of customer centred process, system and communication improvements

  • Well versed in process improvement methodologies and human centred design techniques

  • Evidence of strong relationship building and stakeholder management skills