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Senior Customer Experience Manager - B2B

Surry Hills
Woolworths Ltd

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Senior Customer Success Manager - Woolworths Business

As a start-up business inside one of Australia's largest retailers, WooliesX aims to bring the best of Woolworths to our customers, powered by our team, technology and data. To achieve our customer 1st strategy, we have combined the Digital, eCommerce, Customer Loyalty and Financial Services businesses to transform the customer experience under one banner - WooliesX.

Having been awarded the Canstar Blue Award for No.1 in Customer Satisfaction for online groceries, and more recently being voted the most popular Loyalty Program in Australia, we€™re proud of the work we do and are being recognised for delivering innovative and best in class service that is convenient, frictionless and personalised to our customers.

With an industry leading technology team, backed by analytics, we€™re resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an awesome experience for our customers - no matter whether they choose to shop in-store, or online.

The position

Woolworths Business is a newly created business at WooliesX, part of the Woolworths Group. As a strategic objective, we have a goal of growing our B2B revenue and customer offering significantly by 2024, focused on supplying everyday products to businesses across Australia. This role is key to executing our customer value proposition.

The role of Senior Customer Success Manager will be to lead Woolworths Business€™ customer success and customer support teams. You will own the critical early and ongoing phases of the customer lifecycle, and will continually challenge the status quo. With a strong focus on service excellence, execution and quality, this role will also continually look for ways to improve speed to generate customer loyalty, satisfaction and retention. Further to this, you will;

  • Own all relevant lead and lag indicators of satisfaction/loyalty etc for Woolworths Business Customers ensuring real-time visibility and transparency of results vs targets.
  • Lead the Customer Success Teams to continuously improve customer onboarding and support processes to maximize adoption of Woolworths Business services.
  • Continually analyse relevant customer data (NPS, Voice of Customer etc) to identify opportunities to improve experience.
  • Collaborate with Sales (Business Development and Account Management) to assist managing customer portfolios and customer plans
  • Partner closely with Customer Support teams to ensure effective frontline support
  • Ensure that Business-as-usual processes and procedures are up to standard and applied as required

About you

As the ideal candidate, you will have extensive experience working within complex businesses and proven delivery of value through alignment to meet the business objectives. Further to this, you will have;

  • Extensive operational management experience in customer service/ experience & customer success where you have excelled at enhancing the customer experience ideally from within a B2B environment
  • A passion for process improvement, with fresh ideas on how to improve the experience we give to our customers
  • Superior stakeholder management skills,including the ability to gain influence across all organisational levels
  • Self-starter with an analytical and collaborative orientation; empathetic and embraces process mapping, data cleansing and documentation with proven ability to translate data into actionable insights
  • Skilled at Project and Process Management to balance between urgent and important requests; ability to consistently meet deadlines, and provide well-vetted reporting and business recommendations

If you meet a number of requirements (and not all), we encourage you to submit your application.

As an inclusive, team-first company, our people are at the core of everything we do. As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. We value diversity and aim to create a vibrant and inclusive workforce which reflects the communities we serve.

Sound like your next opportunity? Apply now or head along to www.wowcareers.com.au to discover more!

We€™re also social! - connect with us through # LI LinkedIn, Facebook or via www.wowcareers.com.au

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