Location: Design & Support Centre, Sydney, NSW, AU
Date Posted: 17 December 2024
Since 1977, King Living has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve.
Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.
The Opportunity The Customer Feedback & Engagement Lead will expand our social communities, public review platforms, and advance Voice of Customer (VoC) initiatives across the business.
This critical role drives improvements in customer sentiment, enhances online product reviews, and transforms customer feedback into actionable insights that elevate service excellence and foster product innovation.
Success in this role is reflected in increased Net Promoter Score (NPS), improved Customer Satisfaction (CSAT), and strengthened brand advocacy, measured through sentiment trends.
The Role Lead the engagement strategy across social community platforms to foster positive sentiment and maintain brand loyalty. Develop and implement on-brand response frameworks that ensure consistency in tone and messaging. Resolve issues promptly, focusing on sentiment recovery and customer retention. Manage the company's presence on platforms like Google Business, TrustPilot, Yelp!, and Product Review, ensuring verified product and service reviews are prioritised. Design and implement strategies to recover detractors and enhance ratings through feedback-driven initiatives. Collaborate with retail, despatch, and customer service teams to create advocacy loops that amplify engagement from promoters. Optimise verified product reviews for prominence in Google Shopping feeds. Consolidate feedback from social platforms, public review sites, and survey responses into actionable reports using the Voice of Customer platform. Track and analyse key VoC metrics, such as sentiment trends, AI-driven insights, and engagement statistics. Provide data-driven insights and actionable recommendations to inform business strategy and improve the customer experience. Partner with key stakeholders across departments to ensure consistent service delivery and alignment with the brand strategy. Lead the implementation of feedback loops that enhance service delivery and strengthen customer perception. Leverage tools like Qualtrics, Emplifi, and Salesforce to gather and interpret social engagement and feedback data. Utilise AI-powered insights to optimise engagement strategies and measure their impact on customer sentiment. Identify and implement new technologies that streamline workflows and improve customer engagement. About You Proven experience managing communities across social and review platforms. Expertise in tools like Qualtrics, Emplifi, and Salesforce, with the ability to quickly adapt to new technologies. Strong analytical skills to interpret sentiment data and provide actionable insights. Demonstrated ability to align customer sentiment with brand strategy to drive business results. Experience in cross-functional collaboration, implementing feedback loops, and influencing strategic decisions. Exceptional written and verbal communication skills with a customer-focused approach. Our Values Passion, Integrity, Collaboration and Innovation – these are the values that unite us, inspire us and set us apart.
They're not just words; they're the heartbeat of King Living, pushing us to be our best.
King Living Benefits and Our Offer to You Career development and ongoing training Supportive and friendly team environment with a true family feel Generous employee, family and friends product discounts Discounted health insurance, retail brands and vouchers Paid Parental leave. Australian owned company with a growing global footprint EAP to support your ongoing health and wellbeing For roles based in our Design & Support Centre there is plenty of parking onsite available. Our hiring decisions are not only based on your experience and skills, but your passion, attitude and alignment to our core values. King Living is an equal opportunity employer, all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status. Apply Now To apply for this role please complete the form below.
#J-18808-Ljbffr