Customer Experience Manager

Description:

About the opportunity
Our client has a short term temporary need for an experienced Customer Experience Manager to join their team in Rocklea. This role is an immediate start. This is an exciting opportunity to oversee and manage a dynamic team of Customer Experience Representatives, guiding them to deliver exceptional service while nurturing leads, supporting sales initiatives, and contribute to achieving sales targets in line with the B2C channel.
In this role, you will:

• Oversee the performance of the team, driving KPIs that directly impact revenue, customer retention, and lead conversion;
• Lead and manage inbound and outbound customer interactions across multiple channels (phone, email, web inquiries, live chat, and social media), ensuring each engagement is sales-driven and customer-centric, while providing exceptional support to homeowners, builders, dealers, developers, architects, and other trades;
• Focus on lead generation and nurturing throughout the entire sales funnel, ensuring prospects are converted into loyal customers and brand advocates;
• Contribute to ongoing review, development, and implementation of changes to improve productivity, customer experience and efficiency;
• Implement key processes and systems to enable highly effective team in growth environment;
• Manage after sales functions including warranty communications and administration;
• Collaborate with sales and marketing teams to enhance the customer journey, improve the sales process, and contribute to overall business growth; and
• Complaint management and resolution.

About you
We are looking for a dynamic and motivated leader who is passionate about achieving sales targets, providing exceptional customer experience and team development. You are proactive, solution-oriented, and eager to make a significant impact on customer satisfaction and sales performance. You have a proven track record in customer service, team leadership, and CRM systems, with a deep understanding of sales processes.
Your skills and qualities include:

• A results-driven approach with the ability to meet and exceed sales and service targets;
• Excellent leadership abilities to mentor, guide, and inspire your team; and
• Strong problem-solving and analytical skills to resolve customer issues and improve processes.

How to apply
For a confidential discussion and to understand more about the incredible contribution you can make to the business, please contact Cassandra Waugh on 07 3232 9118 or Cassandra.Waugh@uandu.com quoting reference number 40870.
At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request via adjustments@uandu.com or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs .
Please submit your resume in Word format only.