Customer Experience Manager

About the role

We're looking for an experienced Customer Experience Manager to lead the day-to-day operation and ongoing development of our Customer Experience function.

You'll lead and develop our CX team, oversee customer enquiries and escalations, and work closely with our charity partners and sub-contracted Marketing Company partners to ensure a consistently high standard of service across every campaign.

A key focus of the role will be using customer data, feedback and reporting to identify trends, improve field performance, strengthen the support we provide to our partners, and implement new ideas and initiatives that improve the customer experience and overall campaign performance.

This is a hands-on leadership role for someone who is proactive, commercially minded and tech savvy, with the confidence to manage priorities, make informed decisions and keep the function moving forward.

Key responsibilities

• Leading the day-to-day Customer Experience function, including team performance, workload, priorities and service delivery
• Coaching and developing the CX Coordinators, building capability, accountability and confidence across the team
• Overseeing customer enquiries, complaints and operational escalations
• Building strong working relationships with charity partners and sub-contracted Marketing Company partners
• Using CX data and customer feedback to identify trends, recurring issues and opportunities to improve field performance and campaign outcomes
• Developing meaningful reporting and insights for charity partners, sub-contracted Marketing Companies and internal stakeholders
• Identifying and implementing new CX initiatives, service improvements and process efficiencies
• Preparing and delivering training, refresher sessions and supporting materials for the sub-contracted Marketing Company network
• Supporting the operational readiness of new campaigns, products and promotions from a Customer Experience perspective
• Reviewing and improving CX systems, workflows, procedures, campaign FAQs and customer communications

About you

• Previous experience in customer experience, customer service, complaints management or a similar operational leadership role
• Experience leading and developing a customer-facing team
• Strong ownership, initiative and sound judgement
• Strong analytical skills, with the ability to turn customer data into meaningful insights and action
• Confident preparing and delivering training or presentations
• Able to travel interstate as required to deliver training sessions
• Strong stakeholder management and communication skills
• Tech savvy and comfortable improving systems and workflows
• Highly organised and able to manage multiple priorities in a fast-moving environment

Benefits

• A genuinely fun, fast-paced team culture where no two days look the same
• The opportunity to lead and shape an established Customer Experience function
• Real career development opportunities as the business grows
• Hybrid working — 3 days in the office, 2 days from home
• Based in Richmond, with a move to the CBD on the horizon
• Competitive salary, based on experience

About us

Adflex Marketing is a dynamic, fast-moving agency that partners with charity organisations and sub-contracted Marketing Companies to deliver campaigns that make a real difference. We're growing, we move quickly, and we genuinely invest in our people's careers.