Customer Experience Manager
We are seeking a seasoned Customer Experience Manager to join our team. This individual will oversee the day-to-day operations, staff management, and project administration.
You will be responsible for developing customer engagement strategies, integrating customer service within the organization, managing operational costs, and supervising personnel.
* Develop and maintain a customer engagement marketing strategy to drive business growth.
* Integrate customer engagement across the organisation to enhance team efficiency.
* Manage customer engagement operational expenses in consultation with the Finance department.
* Initiate a quality review in consultation with the Operations Director to assess the effectiveness of operations.
* Evaluate staff and team performance to improve workforce capability.
* Support the recruitment, selection, and induction of staff in consultation with the Operations Director and HR team.
* Manage customer experience centre staffing to ensure satisfactory performance.
* Optimise customer experience operations to improve services for clients and individuals.
* Liaise with internal and external stakeholders to review customer feedback.
Required Skills:
* Strong interpersonal skills with a proven ability to communicate across different levels of an organization.
* Proven leadership skills and the ability to effectively manage others.
* Project management.
* Familiarity with the community.
* An attitude to connect people.
Qualifications and Requirements:
* 2 + years' work experience in a similar role.
* Proficient knowledge of customer service and standard office practice and procedure.
* Demonstrated ability to lead business and resource planning to deliver outcomes on time and within budget.
* A track record in innovation, services design, quality improvement, and leading change.
* Strong communication and interpersonal skills, together with the ability to advocate and influence stakeholders to achieve desired outcomes.