Customer Experience Manager Job Summary
We are seeking a skilled Customer Experience Manager to lead our customer implementation team and drive business growth through successful product launches and solution design. As a key member of our organization, you will partner with cross-functional teams to develop enablement tools, content creation, and training programs that enhance organizational capability and support business priorities.
This is a unique opportunity to join a dynamic and innovative company that values inclusivity, teamwork, and customer satisfaction. If you have a passion for customer-focused leadership and a proven track record in project management, marketing, and salesforce expertise, we encourage you to apply.
Job Description:
Key Responsibilities:
* Develop and implement enablement tools designed to enhance organizational capability, focusing on elevating the skills and knowledge of Sales, Service, and supporting teams.
* Manage the content/tools and enablement assets include adds/moves/changes to content.
* Partner with the Learning & Capability and Sales Operations team to provide detailed business requirements to support the design and build relevant training and roll out plans for stakeholders and cross-functional leadership teams as products/solutions are released.
* Influence cross functional stakeholders to deliver on the Business & Consumer Priorities.
* Collaborate cross-functionally with supporting teams to ensure deliverables are met within the timelines of product launches/digital and tech releases.
* Design and manage the migration of customers to alternate products and services, meeting the business's migration timelines, ensuring minimal impact to customer experience.
* Process design and improvement – creation of Sales, Service, Operational and other supporting functions process documentation, templates and other enablement materials.
Required Skills and Qualifications:
Essential Skills and Experience:
* 5+ years' experience leading projects.
* Advanced marketing and customer segmentation experience.
* Strong understanding of product lifecycle and customer solutioning.
* Proficient in conducting in-depth analysis, as well as planning, developing, and executing initiatives both autonomously and collaboratively within a team.
* Extensive experience in managing cross-functional relationships and influencing across multiple levels within the organisation.
* Ability to communicate effectively across multiple layers of organisational hierarchy to include Director level, Heads of and Senior Managers.
* Extensive technical understanding of Transport Management systems.
* Advanced excel, PowerPoint skills, Visio and project planning digital tools.
* Advanced proficiency in salesforce.
Benefits:
What We Offer:
* Competitive salary above industry standards.
* Upskilling, training, mentoring and more to support your career development journey.
* Fun and practical employee perks and discounts.
* Flexible work, including work from home.
* Inclusive parental leave policy that supports all parents & carers.
* Peer recognition awards acknowledge when you go above and beyond.
Others:
About Us:
We value diversity and inclusion in the workplace and welcome applications from candidates of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples.
We celebrate difference and are committed to creating an inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us.
Please note that this job description may be subject to change based on business needs.