CX Client Service Manager
CX Client Service Manager
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Job Description
About the Role
Joining the Customer Experience (CX) team and reporting to the Account Director you will apply your knowledge of the CX industry to deliver continued growth of our major retail accounts.
As Client Service Manager you will be required to build strong relationships with new and existing clients where you will be responsible for the development and delivery of strategic program objectives achieving service level agreements and financial targets. You will be accountable for identifying opportunities to improve our commercial value through service offer expansion actionable insights and customer experience solutions aligned to our client partners strategic focuses.
The main responsibilities will be:
- Manage the day-to-day relationship with the client delivering program specific strategic priorities and communicate and drive them through the business
- Identify new and emerging opportunities with existing accounts and new clients
- Manage campaigns from concept to execution
- Develop and communicate analysis of program insights
- Manage all programs within budget and prepare monthly invoices
- Conduct analysis of competitor activity
- Demonstrate leadership capabilities and embed an outcome focused mindset within the team and internal stakeholders
Key requirements and personality traits
- A demonstrated experience in the account management of a national client base or brand
- A background delivering a CX program brand strategy or service solution either directly for a brand or as a third-party supplier
- Proven ability to identify interpret and analyse data to deliver actionable insights
- Ability to think strategically and identify information relevant to key decision makers supporting their decisions
- Proven ability to make commercial decisions which result in positive outcomes for the business
- Practical knowledge of sales function and budget control
- Experience in managing and influencing major accounts dealing with senior stakeholders
- Demonstrated effective communication across all levels of the business
- An understanding of retail operations and its impact on the customer experience would be an advantage
- Ability to use Microsoft suite at a high level specifically Excel & PowerPoint
Benefits:
- Flexible hybrid working 4 days in office 1 work from home
- Competitive salary package (Including Superannuation)
- Fantastic agency office culture and facilities
- Specialty coffee and snacks daily as well as a stocked bar for end of week drinks
- Regular team catch-ups and occasional interstate travel
- Great company culture with individual professional development pathways
- Wellbeing focus Birthday leave early Friday finish EAP support.
Interested
If youd like to join a fast-moving organisation that achieves extraordinary results please submit your application by clicking on the Apply button. Only successful applicants will be contacted for interview stage.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
