Customer Experience Manager

Customer Experience Manager Join a Leader in Healthcare Technology Solutions We are an innovative company supporting over 1,600 pharmacies across Australia with cutting-edge software solutions. Our mission is to revolutionise pharmacy operations and deliver exceptional customer service, driving meaningful change in the healthcare sector. Why This Role Matters As the Customer Experience Manager, you will report to the Group Chief Operating Officer and lead the Customer Support Team. Your focus will be on delivering exceptional customer experiences by understanding and exceeding customer needs, optimising processes, and enhancing the overall customer journey to ensure long-term success. What You’ll Do

1. Lead Your Team : Mentor and manage your team, setting KPIs to drive results and deliver outstanding customer experiences.
2. Operational Excellence : Oversee daily support, service delivery, team scheduling, and issue resolution to enhance efficiency.
3. Drive Customer-Focused Improvements : Advocate for customers by using feedback and data to refine workflows and streamline processes.
4. Manage Complex Queries : Handle escalated customer issues, collaborating with internal teams for timely resolutions.
5. Collaborate Across Teams : Work with Sales, Product, and other teams to align on customer-first strategies and ensure cohesive efforts.
6. Optimise Tools and Processes : Manage CRM systems like Zendesk and Jira to track performance, identify trends, and implement improvements.

1. Leadership Experience : 5+ years of managing customer support teams, preferably in a SaaS or healthcare tech environment.
2. Customer Focus : A collaborative and empathetic approach to enhancing customer experiences.
3. Problem-Solving Skills : Ability to identify challenges and implement meaningful solutions.
4. Organisational Skills : Experience managing both in-office and remote teams.
5. Project Management : Experience in customer onboarding projects is a plus.
6. Industry Knowledge : Experience with pharmacy operations is highly desirable.

1. Inclusive Culture : A collaborative, flexible environment where you can be yourself.
2. Career Growth : Access to opportunities and support for expanding your skills and advancing your career.
3. Purposeful Work : Be part of a mission-driven team contributing to better healthcare outcomes.
4. Immediate Impact : Your ideas and efforts will make a real difference from day one.