Customer experience manager

Our Australian Fashion Ecommerce client is seeking an experienced and results-driven Customer Experience Manager to join their Operations team.

Position Overview:

Our Australian Fashion Ecommerce client is seeking an experienced and results-driven Customer Experience Manager to join their Operations team and report directly to the Head of Operations. In this role, you will champion their customers, setting the tone of their communications & ensure they deliver exceptional service. You will be able to identify opportunities, innovations & follow these ideas through to completion.

Key Responsibilities:

• Drive a high performance culture within the team of onshore & offshore resources.
• Focus on & develop the tone of voice, ensuring this is upheld in all customer message & is aligned with brand & customer expectations.
• Coach & develop your team to improve customer responses.
• Drive the contact ration & other CX metrics, identifying key levers for improvement & owning the communication of these issues to other stakeholders.
• Own the CX platform, Gorgias ensuring the team is always using best available features to drive efficiencies, loyalty & overall brand perception.
• Adopt a constant improvement mindset to processes, driving initiatives to enhance Customer experience, loyalty & overall brand perception.
• Analyse the needs of the team and the business to drive process improvements.
• Workforce planning to ensure optimal resource levels at all times.

• Proven experience in developing a CX approach aimed at driving customer retention & brand voice.
• Experience in a leadership role.
• Proficient in CRM platforms, Gorgias highly regarded.
• Exceptional written communication skills.
• Strong data skills with ability to manipulate multiple source of data.
• Highly organised with exceptional attention to detail and accuracy.
• Experience in an online lead customer service role (live chat, contact forms, email).
• Excellent leadership and team management skills, with the ability to motivate and develop a diverse team.

Interested? Apply now via the link, or send through your CV to Zali Oulton at **********@jivaro.com.au