Customer Experience Manager – Australia

Join arenaflex, a leading provider of innovative solutions for small businesses, as we continue to revolutionize the way businesses operate and thrive. As a Customer Experience Manager in Australia, you will play a pivotal role in shaping the customer experience strategy and driving exceptional service across the region. If you're passionate about delivering world-class service, empowering teams, and making a meaningful impact, this is an exciting opportunity to join our team.

Our Purpose

At arenaflex, we're on a mission to help small businesses supercharge their operations, unlock new insights, and connect with the right resources to drive growth. By automating routine tasks, surfacing actionable data, and fostering connections between businesses, advisors, and apps, we're not only making life better for small businesses but also contributing to a stronger economy that can change the world.

How You'll Make an Impact

As a Customer Experience Manager in Australia, you'll lead the CX team, driving exceptional service across customer outcomes, people, operations, and alignment against the CX strategy. You'll empower and motivate your team to deliver on both experience and performance expectations, ensuring they're highly engaged and our customers are incredibly well-supported. You'll also ensure strong connection and cohesion into the CX global support model, acting as a key point of contact and representative for CX across the Australian business.

Key Responsibilities

* Uplift the capability of your leadership team through effective ongoing development and coaching

• Ensure your direct reports are creating high-performance cultures within their teams
• Build staff engagement across all teams, ensuring all teams understand their purpose and feel connected with the CX strategy
• Establish and refine leadership and operating frameworks as identified (success measures, absence management, high-performance standards, experience excellence, quality, and high compliance environment)
• Collaborate strongly with the Customer Experience Managers in New Zealand to create alignment and operational cohesion, ensuring the right level of consistency with the global support model
• Collaborate and participate as a member of the senior global CX leadership team, ensuring alignment and execution across the CX Strategy, key communications are cascaded in a timely manner, and all teams are operating within a robust operational framework that optimizes the customer experience
• AU CX actively contributes to the achievement of the CX Objectives and Key Results (OKRs)
• Ensure the AU CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition)
• Be a strong change ambassador, ensuring CX change is successfully adopted and well-understood
• Advocate for needs across people, customer, and operations

What You'll Bring

* Prior experience managing a leadership team, ideally in a complex, fast-paced customer support environment

• Proven success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types
• Ability to stretch the capability of a dynamic leadership team in a high-change environment
• Ability to build and maintain effective relationships at a regional and global level
• Designing for scalability and flexibility
• Growth and development mindset

Additional Information

Why arenaflex?

At arenaflex, we're committed to creating a work environment that supports the well-being and growth of our employees.

We offer

• Very generous paid leave to use however you'd like (plus statutory holidays!)
• Dedicated paid leave to care for your physical and mental wellbeing
• An Employee Assistance Program to access mental health care for you and your family
• Health insurance, life insurance, and income protection
• Wellbeing and sports programmes
• Employee resource groups
• 26 weeks of paid parental leave for primary caregivers
• An Employee Share Plan
• Beautiful offices
• Flexible working
• Career development
• And many other benefits that reflect our human value

If you're passionate about delivering exceptional customer experiences and empowering teams to thrive, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job