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Customer Experience Manager

Department:  Quality - ANZ
Location: 

North Strathfield, AU, 2137

Job Function:  Supply Chain
Employment Type:  Full time

 

 

The Arnott's Group, we are an iconic Australian powerhouse brand, recognised as pioneers in the FMCG market both locally and globally. Undergoing a period of extensive brand growth and strategic evolution, this is an exciting opportunity to help own and shape our iconic legacy. To support this growth, we are seeking a Graduate Program and Learning and Development Specialist for a unique opportunity to support the delivery of two pivotal functions.

 

A great opportunity exists for an experienced Customer Experience Manager to join our team.  You will be responsible for supervising daily operations and aiming to create exceptional customer experience (CX), maximising efficiency and managing cost-effectiveness. You will also ensure that technology is utilised to a maximum and that staff are well-organized and productive.  This is an exciting time to join the Arnott’s Group as we bring customer experience to the forefront of our strategy where you will lead a team of agents during an exciting phase of transformation.

Accountabilities:

  • Drive improvements and change management e.g. implementation of Live Chat on our website, new CRM.
  • Develop daily objectives/KPI’s for the call centre’s day-to-day activities and share of end of week results with commentary to Manager.
  • Conduct effective resource planning to maximise the productivity of resources (people, technology etc.)
  • Assume responsibility of budgeting and tracking expenses.
  • Hire, coach and provide training to personnel to maintain high customer service standards as well as a highly motivated and engaged team.
  • Work closely with key stakeholders to ensure correct processes are followed
  • Drive continuous improvement initiatives to ensure the quality and integrity of data is upheld

Ingredients for Success:

 

The ideal candidate will have previous experience working in a similar capacity; experience with CRM systems and social media community management will be highly regarded. We are looking for a self-motivated candidate who can work autonomously under pressure, has excellent verbal and written communications skills; has a positive and patient demeanour and proven leadership skills and some exposure to FMCG (or similar industry) will be highly regarded. 

Additional criteria:

  • Highly organised and able to multitask
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call centre equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus

 

Compensation and Benefits:

This is a unique opportunity to work with the best talent in the industry, reporting into highly respected leaders in a business that empowers their people. For your contribution to the business you will be remunerated with a competitive package with an additional suite of benefits.

 

To Apply:

If this sounds like your next opportunity, please follow the link and apply.