Australian Hearing

Customer Experience Manager NATIONAL SUPPORT OFFICE

Australian Hearing

Sydney, New South Wales, Australia

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Job Posted: 30/07/2018

Job Category:

Marketing / Market Research and Analysis

Job description:

Customer Experience Marketing Manager  


An exciting opportunity is available to be part of an organisation dedicated to client care. This is a key role in the marketing and brand experience portfolio.  


The Customer Experience Manager is responsible for developing and disseminating customer insights to improve the customer experience and increase client advocacy and retention.  This role is responsible for increasing Brand Awareness and identifying opportunities to drive improvement in customer experience, including initiating cross functional projects.As a part of the Marketing team, this role is central in driving the customer agenda and supporting the organisation in achieving its growth objectives. 


Key goals and objectives include but are not limited to


  • Support the senior leadership team to deliver the Corporate Plan and related business objectives, in particular initiatives and activities relating to brand, customer experience, loyalty and advocacy.
  • Develop, implement and champion the Customer Experience strategy to differentiate Australian Hearing and build meaningful connections with every client across all touch points.
  • Lead the evolution of Voice of the Client (client survey); advocating the program, extending data capture into new areas, interrogating data to identify new insights and helping to implement initiatives to improve our Net Promoter Score and reduce clients relocating to another provider.
  • Lead the embedding of the new Australian Hearing brand, overseeing initiatives that drive change in the brand experience and increase brand awareness.
  • Lead the evolution of Customer Journey mapping, ensuring internal alignment around core customer needs throughout all stages of the customer journey.
  • Help develop customer standards and practices that support the delivery of a great client experience.
  • Work collaboratively with internal stakeholders and agencies to deliver and embed a robust client segmentation model that aligns with core customer needs.
  • Develop and oversee our research program of work and leverage the customer insights to unlock opportunities to better engage clients, to build loyalty and support customer-centric decision-making across the organisation. 
  • Develop insightful, action orientated reporting for stakeholders that supports the case for change and demonstrates the return on investment (tangible & in-tangible) of CX initiatives. 
  • Assisting in fostering a customer centric culture in the organisation