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We have an exciting opportunity for an experienced customer experience leader to join the team. This is an 18-month fixed term contract, reporting to the Credit Services Manager and is based from our Sydney Olympic Park office, and flexibly from home.
This position will see you providing leadership to drive effortless and timely customer experiences touchpoints across the Order to Cash process. You will champion customer experience pillars to deliver an outstanding customer service by leading the New Accounts, Credit call centre and Claims team KPI’s and service level agreements through effective stakeholder management, commercial analysis and forecasting trends.
You will use your continuous improvement mindset to optimise processes and ROI by managing the identification, development and integration of call centre and claims processes via best practise SAP and industry benchmarks and lead our involvement in Lion Customer Experience initiatives. Strong leadership, communication and relationship building expertise is required to be able to successfully lead this high performing team and partner with stakeholders.
We are looking for someone with proven Customer Experience Excellence experience, including Conflict Resolution and structured escalation management knowledge. As this is a sales and customer facing role, your strong commercial acumen will help you to successfully partner the business and our customers. A good understanding of our business partner challenges across Sales, Logistics, IT and Finance will help provide insightful reporting and solutions to support commercial decisions and make business easy.
Strong projects and change management leadership experience will ensure that you are able to drive the team to success.
While we’ll share an incredible experience working at Lion, that experience is different for each of us. The path you create is entirely in your hands - your path may continue with us or take you on a new adventure. Either way, making an impact now will create opportunities later.
Empower yourself to achieve - start a conversation with us today.