Customer Experience (Cx) Manager

Techtronic Industries (TTI) is a global organisation, a world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. The TTI brands like MILWAUKEE, RYOBI, AEG, VAX and many others are recognised worldwide for their deep heritage, superior quality, outstanding performance and compelling innovation.

Through an ongoing company-wide commitment to cordless technology, innovation and strong customer partnerships, TTI consistently delivers exciting new products that enhance customer satisfaction and productivity. We are committed to ensuring our people have a great experience at TTI, so in addition to an exciting and challenging role we also provide:

• Competitive remuneration package
• Modern office / workshop with onsite parking
• All the tools of trade provided
• Exposure to world class technologies
• Generous discounts on company products for multiple brands

TTI is currently seeking a Customer Experience (CX) Manager to join our team in 31 Gilby Rd, Mount Waverley, VIC, 3149. Reporting to the Senior Manager Customer Experience, your key duties will include:

What your day-to-day looks like

• Work with key stakeholders to map all customer interactions and touchpoints across the user journey for all brands within the portfolio.
• Work with Senior CX Manager and Insights team to identify which customer interactions and touchpoints will be measured and the methodology to be applied, ensuring these are in line with industry best practice.
• Continuously benchmark our experiences against different companies, identify and prioritize each area of improvement found.
• Work with Head of Customer Strategy, Senior CX Manager and Analyst to identify pain points and gain points and areas where we can win.
• Lead Customer Experience forums across the organisation, distilling insights and actions that are clearly understood and supported by key stakeholders.

Required skills and experience

• Marketing or Business Degree qualified and / or significant relevant industry experience.
• Ability to facilitate dynamic meetings and discussions to drive customer-focused outcomes.
• Ability to influence and negotiate at all levels, build awareness, and educate the value of CX.
• Demonstrated experience delivering CX journey maps and blueprints across multiple business units.
• Salesforce Service, Full Salesforce CRM suite (highly desirable) Sales, Service and / Marketing Cloud Experience (highly desirable).
• Exceptional written and verbal communication skills, ability to articulate technical thinking and commercial outcomes clearly to non-CX audiences.