Cash Converters is an ASX listed global company that specialises in second hand goods and personal finance solutions. We have an active online presence, where 150 of our national stores engage in our Webshop and gumtree. We not only have stores located in Australia, but in 22 countries around the world. We pride ourselves on helping people get on with their lives and offer a variety of products to do so. Our passion for helping people doesn’t stop there, we also believe in the continual support of our staff and encourage our people to grow and develop with us.
About the role
This newly created position based at our Head Office in the Perth CBD, this role has national scope across both our corporate and franchise stores.
The main purpose of the Customer Experience Manager is to implement strategies to enhance and improve the customer experience in our Cash Converters stores and online. Some of the key elements of this role are:
Working with key stakeholders you will build and implement a customer strategy incorporating the Single Customer View analytics, customer value proposition, marketing strategy and business performance metrics.
Build and consolidate a comprehensive view of the customer segments and profiles.
Manage our GEM program, including platform enhancements and updates.
Maintain a best in class approach to survey design and methodology.
Support user engagement with the program through best practice training, feedback and improvements; and
Provide updates and report to the Chair and Steering Committee on a monthly basis.
Facilitate the framework and training for surfacing of insights and opportunities for the business.
Act as a central point of contact for project teams and business stakeholders on gathering insights relevant to their work.
Support project teams with required voice of customer insights and measurement.
Establish required project documentation and implementation plans for platform enhancements (e.g. Medallia Digital).
Identifying opportunities to engage with new customer segments and research current segments to improve their transactional experience.
Support business stakeholders to develop necessary surveys for testing new products and processes with relevant customer segments (Admin Suite).
To be successful in this role, you will need:
5+ years’ experience in Marketing or in a similar role.
Previous experience leading voice of customer programs or conducting customer research
Strong experience operationalising an NPS program
Strong analytical skills
Excellent communications and interpersonal skills
Excellent attention to detail and presentation skills
Excellent time management and organisational skills
Ability to work both independently and as part of a team
Ability to apply creative thinking and strong problem-solving skills.
Click on the apply button and enter your details such work history and education and answer some general questions. If you are successful in getting to the next round of recruitment, you will be required to complete a police clearance.
No recruitment agencies please
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