Join Aramex today as a Customer Experience Manager
We are on the hunt for a customer Experience Manager to elevate our service standards and make sure our customers feel supported at every step of their delivery journey.
Are you a strategic thinker with a passion for growth and innovation? Do you thrive in a fast-paced environment and love building meaningful business relationships? If so, the sky is the limit for you at Aramex!
We’re searching for a dynamic and driven Customer Experience Manager to set the standard for our customer experience and propel us toward our goal of becoming Australia’s most trusted courier. If you’re ready to make a real impact and drive success, we want to hear from you!
Customer Relations incorporates service, service reporting, customer rates and rate reviews, customer communications, account management and peripheral support services such as the process management and communication of damages, returns, calling cards, freight searches.
The position also integrates with the Sales team and facilitating the construction of rates and customer margins, customer onboarding, meetings minutes and key performance indicators across the Sales and Account Management functions.
When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches our thousands of customers!
If this sounds like you, what are you waiting for?! Apply today!
We can't wait to meet you!
Job Description
About the Role
As a Business Development Manager, you are a natural hunter who will be instrumental in driving new business acquisitions and identifying opportunities for cross-selling. With high volume internally generated leads combined with your flair to generate your own; countless opportunities and great commissions are in abundance for those willing to work hard.
Key responsibilities include:
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Customer retention and budgeted account management portfolio revenue growth · Account Managers meeting specific targets and KPI’s
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Manage account management portfolios effectively
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Effective and efficient customer onboarding
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Strength of customer relations
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Effective customer communications, including all branch related mailchimp communications.
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Effective and efficient customer rate reviews and MyFastway migration
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Qualified leads generated from tele-sales
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On time and accurate reporting
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Ensure all communications, documentation and training material are accurate, current, and compliant with Aramex policies and procedures.
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Work with Aramex legal to address and respond to all Fair-Trading matters to achieve resolution and improve internal processes
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Implement process improvements to reduce delivery issues and improve customer outcomes
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Champion the voice of the customer across all departments
You are well supported by a strong and agile management team with fast and responsive decision making, a wonderful and inclusive business culture and an operations team that is going from strength to strength with the recent installation of an industry leading freight sorting automation system and service levels exceeding the competition.
Job Requirements - Experience and Education
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Minimum 5 years Account Management and team leadership
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Well-developed influencing skills.
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Experience with Microsoft Excel, Word and PowerPoint.
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Ability to communicate effectively at all business levels.
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Managing performance of people to targets.
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Identify and communicate areas for improvement and implementation.