Customer Experience & Contact Centre Relations Manager

Job Description

Add expected salary to your profile for insights Are Media is Australia’s leading omnichannel content company for women. Every day we influence, inform, inspire, and connect with 6 in 10 Australian women across magazine media, digital, video, social, e-commerce, customer review sites, podcasts, events and experiences. Our brands include The Australian Women’s Weekly, Better Homes & Gardens, Woman’s Day, marie claire, TV WEEK, New Idea, Now to Love, Australian Gourmet Traveller, BEAUTY/crew and ELLE . Through our Change AREgenda we drive meaningful and positive change for women. Are Media employs Australia’s best content creation talent and we are proud that our greatest strength is our people. Why Are Media? Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including: A day of leave for your birthday, 4 days of volunteering leave each year, An inclusive parental leave program that supports all parents, families & carers, FREE digital access to all our titles, and Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more). You’re welcome in the office every day, but you have the option to work from home one day a week. About the role This is an 11-month parental leave contract with a view to start 31st March 2025. This role is critical to our Marketing team, ensuring we deliver exceptional customer experiences through effective contact centre services management. You will be responsible for ensuring the right structures, systems, and people are in place while understanding the end-to-end customer journey. Your ability to proactively provide insights based on data analysis will drive process reviews and improvements. We work in a fast-paced environment, providing customer service to both internal and external clients. While aspects of this role require independent work, you’ll also be a strong team player. You will report to the Head of Marketing Operations. Duties Ensure the customer experience strategies and execution evolve to meet the changing market and customer needs. Provide leadership development and coaching to achieve business objectives and service levels for the offshore contact centre. Develop and maintain third party vendor service management plans to agreed standards. Identify and instill best practices, processes, and systems; driving a continuous improvement environment. Manage reporting for all key call centre performance metrics to agreed standards, including forecasting and budgeting. Develop effective and consistent communication throughout the team, encourage feedback and customer insights to enhance customer experience. Proactively drive sales strategies with internal teams to increase sales through outbound campaigns. Manage relationships with internal and external stakeholders to ensure a high level of service is achieved and identify opportunities to improve customer experience across all channels. Manage customer escalations of all nature, across all platforms. Skills and experience Experience leading high performance teams and Offshore Contact Centre management is essential. An agile thinker you will embrace change, make decisions quickly and work efficiently in a fast-paced environment. High level of knowledge and experience in the concepts, principles, and use of customer data and research to drive improvements in customer service. Experience in complaints management, analyzing trends and presenting resolution plans to stakeholders. System knowledge of Power BI, Monday.com, AWS. Are Media is committed to a diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds. When you apply, please let us know of any reasonable adjustments you may need during the interview process. Please apply now and send your CV via the link. #J-18808-Ljbffr