Customer Experience Manager
- Passionate about customer experience and looking to develop your career?
- A unique opportunity to drive the member strategy for Qantas eipQure and Qantas Store
- 12-month fixed-term contract located at our Mascot corporate campus
Think of Qantas and something stirs inside us. A sense of familiarity, a feeling of warmth, and pride that this national icon represents us to the world. Qantas Loyalty is an innovative data led business that drives customer loyalty. Today we have more than 12 million members and work with hundreds of partners to deliver real rewards.
At Qantas epiQure, we are passionate about wine and artisan produce, and rewarding Frequent Flyer members with Qantas Points on all purchases. Qantas Store allows our Frequent Flyer members to redeem Qantas Points on a variety of products, from cosmetics to toys and appliances.
The new Customer Experience Manager will be critical to the success of these businesses. You’ll be the link between Qantas epiQure/Qantas Store and our Customer Call Centre to ensure a complete customer experience for both outbound and inbound communications. You’ll liaise with the core businesses and the call centre team leader to grow the outbound sales business whilst driving exceptional customer experience within our servicing.
The ideal candidate will be a relationship builder with a strong analytical mindset, who has a passion for customer experience and is looking to develop their skills in a unique and innovative role.
In the role you will:
- Be a voice for the customer into the retail business, facilitating the continuous improvement of the customer journey through insights from offline channels
- Communicate to build effective relationships with the Contact Centre and our internal Analytics, Marketing, Commercial and Business Development teams
- Design and deliver an offline Sales Strategy through the development of campaigns and identification of growth opportunities
- Deliver on Key KPI’s for Service and Sales offline (phone, webchat etc)
Be a part of something special and play your part in the Qantas Loyalty retail story – get in touch today.