Full time
Are you passionate about enhancing customer experiences and making a difference in animal welfare? Join RSPCA South Australia as our Customer Experience Manager! In this vital role, you will lead the development and maintenance of customer journey maps, oversee the customer care and intake team, and implement service improvements across all divisions. Your strategic insights will drive growth in adoptions, retail products, and overall customer satisfaction.
Key Responsibilities
Leadership & Strategy: Collaborate with the Head of Commercial to create and implement annual strategic plans and budgets. Provide monthly performance reports and ensure alignment with financial targets. Customer Experience Enhancement: Analyse customer feedback and data to identify pain points and improve the overall customer journey. Develop a framework for measuring customer satisfaction and report key performance indicators (KPIs) to senior management. Operational Oversight: Manage retail stock orders, loyalty programs, and ensure compliance with policies and procedures. Oversee the intake and rehoming processes, ensuring efficient and compassionate customer interactions. Team Management: Oversee the productivity of the customer care and intake teams, ensuring high-quality service delivery. Support staff development through performance management and professional training. Cross-Functional Collaboration: Work closely with marketing, sales, and IT teams to align customer experience efforts with organizational goals. Foster strong relationships with community members, suppliers, and stakeholders to enhance engagement. Leading Change: Embrace and facilitate change positively. Entrepreneurial Insight: Identify opportunities to enhance services and expand offerings. Strategic Thinking: Develop strategies that align with organisational objectives. Financial Management: Oversee budgets and resource allocation effectively. Leadership: Inspire and motivate your team to achieve goals. Coaching/Mentoring: Support team development and performance improvement. Experience & Knowledge:
Strong analytical and strategic thinking skills, with a focus on continuous improvement. Knowledge of relevant legislation and best practices in animal welfare is a plus. Expertise in customer journey mapping, CRM systems, and data analysis. Proven experience in leading teams and managing customer experience initiatives. Proficiency with ShelterMate, Retail Express, and Microsoft Suite. Why Join Us?
At RSPCA South Australia, you will be part of a dedicated team committed to improving animal welfare and delivering exceptional customer service. Your contributions will directly impact our mission and help create a positive experience for our community.
How to Apply:
If you're ready to take on this exciting opportunity, please submit your resume and a cover letter detailing your relevant experience through SEEK. Please note, applications without a cover letter will not be considered.
Be a part of our mission to promote compassion and enhance the lives of animals and their owners!
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Customer Experience Manager? Do you have customer service experience? How many years of people management experience do you have? To be the leading South Australian authority that strives for excellence in the standards of care and protection of all animals.
Our Mission
RSPCA South Australia is a community-based charity. Our purpose is to:
Prevent suffering and cruelty to all animals Continually and actively promote their care Provide high quality rescue and welfare services Raise awareness and lead public debate Our Purpose
Our work is guided by the Five Freedoms for Animals:
Freedom from hunger and thirst Freedom from discomfort Freedom from pain, injury or disease Freedom to express normal behaviour Freedom from fear and distress #J-18808-Ljbffr