Customer Experience & Change Manager - 12 Month Fixed Term Contract at Prezzee

Prezzee is seeking a Customer Experience & Change Manager for a 12-month fixed-term contract to cover maternity leave. This role is pivotal in driving operational excellence, leading change initiatives, and amplifying the voice of the customer across global markets. The position is based in Sydney or Melbourne, Australia, and follows a hybrid work model with in-office work from Monday to Thursday and remote work on Fridays.

The Customer Experience & Change Manager will be instrumental in ensuring smooth and effective operations across all customer support channels. They will collaborate with regional Customer Care Managers and Tribe Leads to resolve issues, support commercial partners, and drive continuous improvement. The role involves monitoring and reporting on agent productivity, workforce planning, and performance across regions.

This individual will also lead CRM governance and change within Zendesk and other tools, acting as the primary escalation point. Identifying data-driven opportunities to enhance customer experiences and team performance is a key aspect of the role.

Responsibilities:

• Champion smooth, effective operations across all customer support channels.
• Lead and deliver key customer care transformation projects.
• Monitor customer feedback and trends to influence support strategies and product improvement.
• Ensure ISO compliance for Customer Care operations.

Requirements:

• Proven experience leading or supporting customer support teams.
• Strong stakeholder management skills.
• Experience with contact centre systems (Zendesk knowledge is a plus).
• Knowledge of customer experience metrics and service excellence best practices.
• A knack for managing ambiguity, driving change, and thriving in a dynamic hybrid workplace.
• Exceptional communication skills and a collaborative, team-first mindset.
• A continuous improvement attitude.
• A passion for emerging technologies and AI powered solutions.

Prezzee offers:

• Incentive scheme based on company-wide targets and individual performance
• Employee referral program and staff discounts
• Flexible hours
• Self led online learning to formal Leadership Development programs, as well as industry specific learning opportunities and Lunch & Learn sessions