Senior Customer Experience Manager

The Role

The Customer Experience Manager (CXM) will lead Ecosa's Customer Experience Team in mapping and optimising customer touchpoints to ensure a seamless and engaging experience throughout the customer lifecycle. As a strategic leader and manager, this position will oversee the design, implementation, and optimisation of customer journey processes while managing a cross-functional team, including roles like the CX Process Improvement Specialist, CX Technology Specialist, CX Quality Analyst, AI & Automation Engineer, Customer Insights Analyst, and Data Analyst.

Roles and Responsibilities

You will bridge strategy and execution, aligning internal teams with Ecosa's vision for "WOW" customer experiences, and sustainable growth and resilience, while fostering innovation, collaboration, and continuous improvement.

• Develop and own the Customer Experience Framework, ensuring it reflects Ecosa's "WOW" customer experience vision and adapts to evolving customer needs.
• Map and optimise the end-to-end customer journey, identifying and addressing pain points, gaps, and opportunities.
• Align journey designs with business goals, ensuring a balance between customer satisfaction and operational efficiency.
• Collaborate with marketing, sales, procurement, technology, and support teams to ensure consistent branding and messaging throughout the customer journey.
• Lead and inspire the Customer Experience Team, fostering a culture of collaboration, accountability, and customer-centricity.
• Oversee the recruitment, training, and development of team members across all CX roles, including Process Improvement, Technology, Quality, Insights, and Analytics.
• Act as a mentor, providing clear direction, coaching, and support to enable the team to excel in their individual roles and collective objectives.
• Set team goals and performance metrics, regularly evaluate progress and ensure alignment with company objectives.
• Act as the primary liaison between the Customer Experience Team and other departments, including logistics, procurement, marketing, and sales.
• Facilitate cross-functional initiatives to ensure smooth execution of customer experience strategies.
• Advocate for the voice of the customer, ensuring customer feedback is incorporated into company-wide decision-making processes.
• Leverage insights from the Insights and Analytics Team to drive strategic decisions and prioritise improvement initiatives.
• Regularly present CX performance reports to senior leadership, providing actionable recommendations for continued growth.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Master's degree or MBA is an advantage.
• At least 10 years of experience in customer experience management, customer experience, or related fields.
• Proven success in leading cross-functional teams and managing diverse roles within a CX framework.
• Experience in mapping and optimising customer journeys, driving process improvement, and implementing CX tools and automation.
• Familiarity with CX metrics, data analysis, and visualisation tools (e.g., Tableau, Power BI).
• Expertise in CX tools like CRMs, automation platforms, chatbots, and analytics software.
• Strong commitment to understanding and addressing customer needs at every touchpoint.
• Excellent interpersonal, written, and presentation skills for stakeholder engagement.
• Proficiency in managing complex CX initiatives and cross-functional collaboration.
• Strong capability to develop and execute customer-centric strategies that align with business objectives.

At Ecosa, the Customer Experience Manager plays a pivotal role in shaping how we connect with our customers and create lasting impressions. This role offers the opportunity to lead a dynamic team, innovate in the CX space, and directly contribute to our growth and success as a trusted global partner in outsourcing solutions. If you're passionate about delivering exceptional customer experiences and building high-performing teams, we'd love to have you on board

Why work for Ecosa?

Ecosa is an eCommerce company dedicated to transforming our customers' lives through their sleep. With a big focus on sustainability, we create sleep and home products that are proven to enhance sleep quality and take care of our planet. Founded in Australia in 2015, we have been lucky to serve over 300,000 happy customers in Australia, New Zealand, USA, Canada, Hong Kong and Japan.

At Ecosa, we care about better sleep. We want you to arrive at work well-rested, so we've implemented a flexi-time scheme that means you can arrive at work when you're ready. We are looking for people who want to make a positive impact on the world, have an entrepreneurial spirit that sparks creativity and a mind that thinks outside the box. We aim to empower all our employees to make decisions that can help shape the future of Ecosa.

Benefits

• Competitive Salary
• Retirement Plan
• Leave Credits All Convertible to Cash
• HMO Plan + 2 Dependents Fully Covered
• Generous Performance Bonuses
• Annual Company Outing
• Flexible Leaves
• Great Career Progression
• Casual Friday, Everyday

Ecosa is an equal opportunity employer and screens applications regardless of race, age, beliefs, sex, orientation, gender identity or disability. We are growing fast, and this is a unique opportunity to grow your career with us. If this sounds like you, we want you on our team