Customer Excellence Manager

Tyro Payments; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

A leading company in integrated payments and banking solutions is seeking a Customer Excellence Manager. This role involves managing a team focused on improving customer interactions and satisfaction through data analysis and collaboration across departments. The ideal candidate will possess strong communication skills and a data-driven approach to enhance customer experiences.

Benefits

16 weeks paid primary carers leave

12 weeks paid secondary carers leave

Annual team-based volunteer day

Birthday Leave

Power Up Day

Weekly team social events

Mental health and wellness initiatives

Qualifications

• Excellent communication and strong problem-solving skills.
• Ability to build relationships with stakeholders and teams.
• Experience in project management and customer experience strategies.

Responsibilities

• Develop strategies to improve customer interactions across channels.
• Analyze customer feedback to enhance the customer journey.
• Collaborate with teams to align customer experience with business goals.

Skills

Communication

Problem-solving

Relationship building

Project management

Data-driven

Performance measurement

Adaptability

Tools

Customer satisfaction software

Job description

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 73,000 merchants across Australia and to work with more than 700 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Step inside life at Tyro here.

About The Role

The Customer Excellence Manager Role sits within the Support function of the growth team, The primary purpose of the role is to manage and lead a team of agents responsible for customer complaints, VOC through our various social media platforms and engaging with key stakeholders to develop process improvements identified via customer feedback.

What You'll Do

• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
• Analysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organisation.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
  
  

What You'll Bring

• Communication. Excellent communication skills organised and strong problem-solving skills.
• Relationships. Ability to build and maintain relationships with external stakeholders and internal cross-functional team members (services, sales, support, product development, QA, etc.).
• Project management. Must be an effective project manager able to handle multiple complex projects.
• CX strategies. Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention and to meet their expectations.
• Data-driven. Ability to collect customer data from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), to analyse it using analytics tools and to convert data into insights to identify opportunities.
• Performance measurement (metrics). Ability to define key success metrics, set performance goals, and continually monitor key performance indicators for improvement.
• Fast-changing environment. Ability to adapt in a fast-paced, changing growth environment and to work independently.
• Software knowledge. Experience using various customer satisfaction & survey software (i.e. Product review, Facebook, LinkedIn, etc)
• Support team. Train and support team members so they can provide services or products that meet or ideally exceed customer expectations
  
  

What’s in it for you?

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll Also Receive

• A mix of in-office and remote working
• Learning and career development opportunities
• 16 weeks paid primary carers leave
• 12 weeks paid secondary carers leave
• Annual team-based volunteer day
• Birthday Leave
• Power Up Day (Additional day of leave)
• Weekly team social events, snacks, craft beer and wine, ping pong and video games
• Taco Tuesdays
• Mental health and wellness initiatives
• Novated leasing
  
  

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles.