Director, Customer Experience

  • Company:
    CHEP
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    23 hours ago
  • Category:
    Customer Service

Brambles companies, including CHEP, help move more goods to more people, in more places than any other organisation on earth. Our 330 million pallets, crates and containers are continuously in motion, forming the invisible backbone of the global supply chain and the world’s biggest brands trust us to help them transport their goods more efficiently, sustainably and safely. As pioneers of the sharing economy, Brambles created one of the world’s most sustainable logistics businesses through the share and reuse of its platforms under a model known as ‘pooling’. Brambles primarily serves the fast-moving consumer goods (e.g. dry food, grocery, and health and personal care), fresh produce, beverage, retail and general manufacturing industries. The Group employs more than 10,000 people and operates in over 60 countries with its largest operations in North America and Western Europe. For further information, please visit www.brambles.com.

Job Description

Are you an inspirational and dynamic Customer Service/Experience leader looking to join a global ASX listed organisation and take the next step in your career?

As a valued part of the Sales and Service Leadership team, your role will be to step change and drive our customer advocacy and experience with better management of our asset pool and outstanding service. You will lead and develop a team that drives CHEP to be the best and easiest company to do business with for all our customers. Based at our Macquarie Park office, this role reports directly to the Senior Director, Sales and Service.

The key responsibilities of this role include:

  • Elevating the agenda around our customers and bringing the Voice of the Customer to life
  • Leading the NPS program, driving improved participation from customers and improvement in outcomes from customers
  • Setting the direction, programs and priorities of the Customer Experience group as a key member of the Sales Leadership Team
  • Leading and optimising our resources in Customer Care, Customer Operations, Customer Experience and Systems teams
  • Building a culture of continuous improvement and creating a compelling vision with urgency to transform the customer experience across CHEP Australia
  • Designing a strategy to provide an exceptional customer experience through inbound and outbound call centres
  • The ideal candidate will possess the following skills, experience and qualifications :

  • Tertiary qualifications in Marketing, Business, Logistics or a related area
  • Significant leadership experience in a previous senior customer service/experience role
  • Exposure to leading a call centre environment would be advantageous
  • Experience with driving a business to improve NPS outcomes
  • A strong track record in strategy development and execution
  • The ability to drive change management programs
  • Significant experience in project management
  • Demonstrated ability to lead and motivate a large geographically dispersed team
  • Experience driving the achievement of key performance indicators
  • Highly developed negotiation skills
  • Preferred Education

    Bachelors

    Preferred Level of Work Experience

    7 – 10 years

    We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

    Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.