About the Job

This is an exciting opportunity to join a dynamic and growing organisation as a Customer Experience Manager. In this role, you will be responsible for developing and implementing strategies to enhance the overall customer experience whilst overseeing 2 direct reports. You will manage customer interactions, address concerns, analyse feedback, and work cross-functionally to ensure customer satisfaction goals are exceeded.

About the Company

Our client, is an Australian-owned family business and are a trusted provider of high-quality coffee and water solutions for corporate offices throughout Australia. They are dedicated to offering exceptional coffee, water solutions and unparalleled customer service, making them a trusted choice for businesses seeking to create vibrant and thriving workplaces.

Key Responsibilities

• Develop and execute customer experience strategies.
• Identify and implement opportunities to enhance the customer journey.
• Maintain HubSpot CRM.
• Oversee customer interactions across various channels.
• Handle escalated customer complaints and resolve issues.
• Liaise between sales and service teams.
• Coordinate proposals and quotes for clients.
• Advocate for the company and clients.
• Manage post-sign-off activities.
• Refine processes to improve customer service.
• Track project timelines and communicate updates.
• Manage end-of-month processes.
• Account management of existing clients.

About You

We are looking for a highly motivated and experienced Customer Experience Manager with:

• Minimum of 5 years' experience in customer service or a similar role.
• A proven track record of leading customer service teams and improving customer satisfaction.
• Strong leadership and team management skills, with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders.
• Strong problem-solving skills and attention to detail, with the ability to identify and resolve complex issues.
• Demonstrated humility, a willingness to learn and admit mistakes, and an openness to feedback.
• A strong sense of hunger/drive, a proactive approach to achieving goals, and a commitment to continuous improvement.
• Exceptional people smarts, the ability to understand and navigate social dynamics, and build effective relationships with colleagues and clients.
• Available to work Full-Time Monday to Friday in Melbourne CBD and occasionally from the Dandenong South office location.

Why You Should Apply?

• Employee Value & Development: work for a company that truly values its employees and invests in their professional growth.
• Impactful Contribution: Employees can make a real impact on customer experience and contribute to the company's success.
• Collaborative Environment: our client offers a collaborative and supportive work environment with passionate professionals.
• Flexible & Reputable: The position is full-time with local travel opportunities and strong affiliation with large organisations

If you are a passionate and experienced Customer Experience Manager looking for a challenging and rewarding opportunity, we encourage you to apply. Please submit your resume outlining your relevant experience and skills.