Customer Experience Manager

At Specsavers, we know that to be your best and reach your full potential you need to work somewhere that will bring out your best.  We pride ourselves on offering a workplace with a supportive, driven, flexible and inclusive culture. Which is why we’ve been accredited as a Great Place to Work for the last three years running, and listed as one of Australia’s Best Places to Work for 2023. 

Here’s a taste of just some of our perks: 

• Quarterly bonus scheme
• Two free pairs of glasses each year 
• On-site free parking
• Birthday leave, Volunteer leave and Paid Parental Leave
• Health & Wellbeing programs 
• Fully funded social club – provides a wide range of activities throughout the year

So, if you like the sound of working for a company that’s dedicated to improving the lives of both their staff and customers - we think you’d look good at Specsavers. 

The role & team
Specsavers have a fun, close-knit, friendly and supportive Partner Support team, which consists of a team of four reporting into the Head of Customer Operations. The team are part of the wider Central Operations team of around thirty including the Operations, Store Support and Retail Training & Design teams. 
 
As a Customer Experience Manager, you will manage and support customer operations initiatives working cross functionally throughout the business to drive the Australia and New Zealand customer service strategy. This covers customer insights, system management, tools and resourcing to support the end users of our suite of Customer Insights programs and technologies. In addition, you will work closely with and support the Partner Support Desk with store and customer enquiries, and share responsibility for customer operations reporting.

 The skills we are looking for

• Proven experience in a comparable fast-paced retail environment 
• Strong project management and administrative skills, with the ability to organise and prioritise work to meet strict deadlines
• A high level of interpersonal skills with the ability to build strategic working relationships with a diverse range of people at all levels of an organisation
• Previous experience with customer insights data is highly desired 
• Excellent verbal and written presentation skills

About Us
Specsavers are rated the market leader for eye tests, the retailer of choice for contact lenses and one of the fastest growing hearing providers in Australia and New Zealand. We are on a continual mission to transform eye and hearing health by eliminating preventable vision loss and blindness, including Glaucoma and Diabetes, through improved prevention and early detection, as well as providing accessible and affordable hearing care. 

At Specsavers we believe a diverse, inclusive, and flexible culture enables our people to bring their whole selves to work and be proud of doing so. When it comes to flexibility, we understand that one size doesn't fit all. Our flexible working at Specsavers enables us to work in ways that support our lifestyle to help us balance our career with the other important things in life.

Creating a great place to work for our people is pinnacle to us and along with our Behaviours is at the core of everything we do. We like to think it’s a fun and positive place to work – why not have a look for yourself https://join.specsavers.com/au/department/support-office/    
 
Applicants for the role are required to have current working rights as per, relevant government legislation.