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. It's a hybrid position based in Sydney or Melbourne, Australia, with a work arrangement of Monday to Thursday in the office and Friday work from home.

The Customer Experience & Change Manager will be responsible for:

• Championing smooth operations across customer support channels.
• Collaborating with regional managers to resolve issues and drive improvement.
• Monitoring agent productivity and performance.
• Leading CRM governance within Zendesk.
• Identifying data-driven opportunities to enhance customer experiences.
• Leading customer care transformation projects.
• Driving change management programs.
• Monitoring customer feedback and trends.
• Ensuring ISO compliance.

Prezzee requires the following from candidates:

• Proven experience leading or supporting customer support teams.
• Strong stakeholder management skills.
• Experience with contact centre systems (Zendesk preferred).
• Knowledge of customer experience metrics.
• Ability to manage ambiguity and drive change.
• Exceptional communication skills.
• Continuous improvement attitude.

Prezzee offers:

• Incentive scheme based on company and individual targets.
• Employee referral program and staff discounts.
• Regular virtual and face-to-face events.
• Flexible hours and Culture Swap Days.
• Self-led online learning and leadership development programs.
• Fortnight FIRE Fridays for tech improvements.
• Employee Resource Groups.
• Telus Wellbeing platform.