CX Program Manager


24 Jan 2019

CX Program Manager - Sydney

We have a new position available, CX – Program Manager, in our Customer Experience Management team in Sydney.

To support our growing business, we are looking for a person passionate about customer experience, and able to deliver exceptional client management.  If you’re inspired to understand customer behaviour by using data, insights and new technology, and are driven to deliver operational support that leads to improved client outcomes, then this role is for you!

The role

Reporting to an Account Director in our Consulting Services team, your responsibilities will include:
• Assist in preparation of proposals, technical specifications and other documentation
• Ability to gather business requirements and translate these for client service and technical teams
• Work with client service and technical teams to manage and improve our client CX Programs
• Manage CX Programs in accordance with agreed Account Plans and SLAs
• Liaise with internal and external stakeholders
• Proactively identify issues and propose solutions
• Development and maintenance of CX Program Process Documents and client reporting, including client reviews
• Produce program reports including analysis and insights
• Run regular scheduled checks and tests including client portals, databases, and survey invites
• Manage the delivery of scheduled reports to clients in accordance with agreed Account Plans
• Provide client support
• Assist in the preparation of documentation for regular client meetings

To be successful in this role you will require:
• 1-2 years’ experience in the Market Research industry or similar, with an emphasis on CX/Customer Satisfaction and/or Loyalty projects
• Strong relationship management with internal and external stakeholders
• Previous experience with implementing processes that genuinely lead to improved outcomes for clients
• Proven account management experience with appropriate tertiary qualifications
• Excellent project management skills
• A passion and curiosity for data
• A can-do attitude
• Excellent attention to detail
• Advanced working knowledge of Microsoft Office including Excel and PowerPoint

What we offer
Potentiate offers the opportunity to work in a diverse and passionate team, where smart thinking and showing initiative is expected and the norm for all.  Our environment is fun and challenging, our work is leading edge and high profile, and we have ambitious goals that provide unique opportunities to develop and grow quickly.  We have regular learning and sharing forums giving all Potentiators’ the opportunity to share and contribute.

We have a deep understanding of data and market research methodologies, extensive experience in data integration and offer a highly customised approach to the way we can integrate and display data in a creative and engaging way.  Our innovative approach to Customer Experience Management is currently helping our blue-chip clients to grow customer value using live feedback tools.

If so, please send a copy of your CV and a covering letter, outlining why you feel you are right for this role and how you think you can make a difference via the apply now button below.