Customer Experience Manager
vor 3 Wochen
Customer Experience Manager - Hawthorn EastA new role = A new way to win togetherYou belong at Coles Group where we look ahead, have a plan, and are up for the challenge.
We learn and grow by taking career-defining opportunities and this one may just be your next.
About the teamAs the way we shop continues to evolve, our Digital team keeps us at the cutting edge.
Driven by our innovative, inclusive, and forward-thinking culture, we're constantly looking at ways to create differentiated, omni-channel experiences for our customers and build the next generation of digital retailing.
About the RoleAs 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.What's in it for you?Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases.
We also offer additional periods of double discount (10%) at various times throughout the year.
As well as hotdeals exclusive to team members that translate into additional savings.Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform 'mythanks'.
You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.Opportunities for learning and development: No matter where you start within our diverse business, you'll have experiences, exposure, and education to satisfy you.
Discover and explore a variety of career development programs and job-specific training.Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.About the recruitment processWe're continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve.
We are committed to creating a workplace that is safe and respectful for our team.
We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.
We're happy to adjust our recruitment process to support candidates with disability.
For further information and additional contact details visit the 'Our Recruitment Process' section of our careers site or email
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