Description:
Head of Customer Experience- Byron Bay, NSW
- 14-month paternity leave contract
- Competitive Salary + career opportunities
Our client is seeking an innovative and customer-obsessed Head of Customer Experience (CX) to lead their global CX strategy, reporting directly to the CEO .
This is a high-impact role where you will craft and implement seamless, differentiated experiences across B2C, D2C, and B2B channels , ensuring customers and partners remain engaged, satisfied, and loyal.
What You’ll Do:
✔ Develop and execute a customer experience plan aligned with business goals.
✔ Own the customer journey mapping for both B2C, D2C and B2B, identifying opportunities to enhance satisfaction and loyalty.
✔ Lead the design and implementation of consistent and differentiated CX programs across all touchpoints.
✔ Collaborate with product, marketing, sales, and eCommerce teams to embed CX into every business function .
✔ Oversee customer service and support teams , ensuring responsiveness, empathy, and efficiency.
✔ Use data-driven insights (NPS, CSAT, VoC programs) to measure success and continuously improve CX performance.
✔ Leverage digital tools, AI, and automation to enhance customer engagement and streamline experiences.
✔ Build and inspire a global CX team , fostering a customer-first culture across the organisation.
What We’re Looking For:
�� 10+ years of experience in customer experience, service, or operations, ideally in a global, multi-channel business.
�� Proven success in B2C, D2C, and B2B environments , with a deep understanding of their unique customer needs.
�� Strong expertise in customer journey mapping, VoC programs, and CX measurement frameworks (e.g., NPS, CSAT).
�� Hands-on experience with CX tools and platforms (e.g., Salesforce, Zendesk, HubSpot).
�� Exceptional leadership and change management skills, with experience leading cross-functional, multicultural, and remote teams.
�� Bachelor's degree in Business, Marketing, or a related field ( MBA preferred ).
Why Join?
This is a rare opportunity to drive a customer-first transformation at a global level while working closely with the CEO and broader leadership team. If you’re passionate about elevating CX, leveraging technology, and inspiring teams , we’d love to hear from you!
30 Mar 2025;
from:
uworkin.com