Manager - Customer Experience
Core
Lead the organization's customer-facing experience and manage relationships with a portfolio of major accounts while ensuring consistent service across a broader customer base.
Role type
Senior IC customer experience manager (B2B)
Builds
Customer relationships and service consistency
Domain
Commercial services / B2B
Deliverable
client delivery
Required skills
B2B account management, stakeholder relationship management, executive communication, commercial judgement, negotiation, complaint management, conflict resolution, risk identification
Preferred skills
Site visit management, CRM analysis, trend identification
Responsibilities
Build trusted relationships with senior decision-makers and operational contacts across major customer accounts; Maintain regular customer contact and undertake site visits across Tasmania; Understand contracts, service requirements and emerging customer risks, and address service drifts early; Lead the customer service function and ensure enquiries, complaints and service issues are handled appropriately; Coordinate clear customer communications about service changes, disruptions and other important matters; Use feedback, complaints and CRM information to identify trends and service improvement opportunities; Provide customer insight and relationship risk information to the COO and operational leaders.