Freight/Cargo Forwarding (Manufacturing, Transport & Logistics) Jenner & Co is retained by a global international freight management and supply chain solutions organisation to source their Regional Customer Experience Director.
This role will ideally be Brisbane based; however, candidates based in Sydney or Melbourne will be considered.
Minimum Requirements: To be considered for this role, you MUST HAVE come from an international freight management and forwarding background.
Role Overview: The Regional Customer Experience Director is responsible for our client's commercial success across the Oceania network for our Global & Regional strategic customers. Success is defined as EBITDA growth through customer retention, increased share of wallet, and cross-selling of our clients' products. This will be achieved through effective deployment of the customer and marketing growth strategy as defined by the group strategy, objectives, and goals.
This is a varied role where the Regional Customer Experience Director will be part of the global customer leadership team, whilst leading the wider destination customer team, focusing on maximizing customer retention and driving product adoption. You will initiate, develop, and contribute to strategies, analyze customer data, and ensure customer success efforts align with business goals, fostering long-term satisfaction, value, and growth.
As the Regional Customer Experience Director, you should be able to identify problems and opportunities as they arise and design proactive solutions to solve business challenges, prevent future problems, increase efficiency, and adapt to the changing needs of your customers over time.
Key Responsibilities: Ensure the development and implementation of the Regional customer engagement/segmentation strategy, structure, and process in your respective region.Assume the role of the senior sponsor/stakeholder for a portfolio of customer accounts and monitor the health of each account from an origin through destination perspective.Develop new business with existing customers and identify areas of improvement at destination (or origin) to meet growth objectives.Present campaign ideas and costings to the Global Customer Experience Director.Own and hit/exceed annual retention and growth targets in their region for their customers.Understand the competitive landscape and market trends.Report on forces that shift tactical budgets and strategic direction of customer business objectives.Support tactical and strategy projects as part of the Global customer experience team.Team & People: Collaborate with the sales team to support landing prospective customers when in region.Serve as the link of communication between the global customer team and internal teams at destination.Act as an escalation point for resolving origin issues and handling complaints quickly and effectively.Develop trusted advisor relationships with key customer stakeholders and executive sponsors.Lead and grow the destination customer experience & success teams, ensuring they have the required skills, information, and competencies to deliver the required growth.Inspire accountability and teamwork, coach, train, and motivate teams, as well as successfully select and integrate talent into the organization and ensure a succession planning strategy is in place.Process: Work towards effective goal setting, monitoring, measuring performance, and conducting evidence-based commercial performance management.Oversee a portfolio of customer accounts and monitor the health of each account from an Oceania perspective.Ensure timely and successful delivery of solutions at origin & destination according to customer needs and objectives.Forecast and track key account metrics.Provide regular updates on the progress of customer service projects and campaigns.Working closely with a highly talented MD and Global Customer Experience Director based in Europe, this is a really exciting opportunity.
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 Director?Researching careers? Find all the information and tips you need on career advice.
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