Customer Experience Leader
This is a critical role that will shape the future of customer service in Australia and beyond. As a Customer Experience Leader, you will lead strategic and operational initiatives, working closely with senior leaders to drive business growth and customer satisfaction.
Key Responsibilities:
* Develop and implement a national customer care model to enhance customer experience.
* Build, train, and lead a high-performing customer service team.
* Drive process standardization and improvements using data insights and lean methodology to enhance service efficiency.
* Partner with Sales, Operations, and Revenue Management to optimize customer satisfaction and profitability.
* Support new customer onboarding and ensure smooth adoption of technology platforms.
* Act as a strategic business partner, influencing key stakeholders and championing customer experience across the organization.
Requirements:
* Extensive experience in a customer-facing leadership role (FMCG, logistics, or similar industry preferred).
* Proven success in developing, managing, and training customer service teams.
* Expertise in implementing customer service frameworks and driving process improvements.
* Strong analytical and problem-solving skills with the ability to work in a complex matrix environment.
* Experience with leading change management initiatives.
* Ability to travel up to 50% of the time.
What We're Looking For:
* A collaborative and innovative leader who can drive customer-centric culture.
* An experienced customer service professional with a passion for excellence.
* A strategic thinker who can develop and implement effective customer care strategies.
This role offers an exciting opportunity to build from the ground up and shape the future of customer service in Australia and beyond. If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply.