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SalaryAs a highly cross functional role, our CX Programme Manager for our HelloFresh market offering, you will sit between our customer care and product teams to proactively advocate for customer centricity and communication clarity across all steps of the HelloFresh customer journey, whilst you actively hold cross functional teams accountable when making our customer experience, a greater one.
As a CX Programme Manager, you will elevate, lead and manage continuous improvement projects within Customer Care as you work closely with stakeholders to ensure impactful improvements to customer feedback, customer pain points and customer trends across our business.
What you'll do…
- Represent the voice of the customer, working with senior stakeholders to improve our customer experience across a range of exciting, cross-functional projects
- Advocate for customer centricity and communications clarity across all steps of the HelloFresh customer journey
- Ensure each touch point across the customer's journey is engaging, efficient and accurate for our customers
- Drive customer experience improvements using data and analysis for continuous improvement and innovation
- Drive a business review focussing on customer experience and the customer journey
- Continually and proactively trigger actions and hold teams and individuals accountable
- Conduct research projects, fuelling the business with insights to enable improvements within Customer Care to company wide
- Drive our growth through better understanding of our product and customers, deep diving on customer behavior and trends
- Be a thought leader in the business for competitor, industry and consumer insights
- Inform our strategy and support customer-focused decision making
- Identifying knowledge gaps and proactively create innovative solutions within your work alongside cross functional teams
- 2+ years previous experience working in a strategic role and/or product development and project management
- Proven experience in a previous customer care or customer facing role (direct contact centre experience is a big plus!)
- Strong relationship building and stakeholder management skills
- An understanding of Customer Care metrics, KPI's and pain points
- Well-versed and hands on experience with web-based customer behavior and user experience
- Outstanding analytical skills, a demonstrated ability to pull and interpret large amounts of customer data
- An obsession with customer experience (including compensation & error tracking)
- Proven ability to use data to make recommendations to our senior leadership team
- Superior verbal and written communication skills, including writing succinct and compelling business cases for continued innovation and improvement
- The ability to influence and drive alignment among a diverse set of stakeholders and cross-functional teams
- The ability to lead, manage and motivate a diverse team of customer resolution specialists
- The chance to have a significant impact on one of the fastest-growing global technology companies in an exciting growth phase
- 70% discount off HelloFresh boxes
- Flat hierarchies, constant learning with room for personal growth
- Free access to Headspace
- HelloFresh Academies - monthly internal learning & development
- A diverse and vibrant international environment, with offices in 17 countries
Duration: Full time role. You must have the right to work full-time in Australia
Location: Chippendale Head Office - currently partly working from home
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