Coles Group | Customer Experience Manager
vor 3 Wochen
Customer Experience Manager - Hawthorn East As a Customer Experience Manager, you'll be at the forefront of ensuring seamless interactions for customers engaging with our Customer Care team.
You'll collaborate with vendors and key stakeholders to optimize performance, streamline processes, and champion customer-centric initiatives.
About the Role
As a Customer Experience Manager, you'll be at the forefront of ensuring seamless interactions for customers engaging with our Customer Care team.
You'll collaborate with vendors and key stakeholders to optimize performance, streamline processes, and champion customer-centric initiatives.
What You'll Do:
Lead the execution of customer care strategies, focusing on technology, automation, and operational excellence.
Manage vendor operations to deliver exceptional service and drive productivity improvements.
Identify opportunities to enhance customer satisfaction (CSAT), Net Promoter Score (NPS), and other key metrics.
Support incident management and regulatory compliance while ensuring customer needs are met with professionalism and efficiency.
Foster innovation to create world-class omnichannel customer experiences.
What We're Looking For:
8+ years in a contact center environment, with 3-5 years in a similar leadership role.
Expertise in managing outsourcing relationships and interpreting operational metrics.
Strong strategic thinking, with a proven ability to develop innovative solutions.
Exceptional communication skills to collaborate with senior executives and cross-functional teams.
Passion for delivering customer advocacy and inspiring teams to exceed expectations.
We are proudly Coles.
Coles Group is home to some of Australia's iconic and most trusted brands and is one of the biggest employers with 120,000 team members in every state and territory.
Our workforce is diverse including groceries and liquor retail operations, online, manufacturing, cleaning and trolley services, drivers, supply chain, and commercial and corporate services.
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