workable
Client Experience Manager
First Focus
Mascot, AUS
Full-time
Senior · 5+ years experience
Hybrid
AUD 160000-160000 yearly / year
Discovered 2 weeks ago
Free
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About First Focus
First Focus has grown into a team of nearly 500 people across Australia, New Zealand and the Philippines, and we are proud to be recognised as Australia’s #1 ranked mid-market MSP by Cloudtango for nine years running.
We have spent more than 15 years building a business that is stable, trusted and still growing. Smart people get the trust to do their jobs properly, backed by supportive leadership, real development and not too much of the usual workplace theatre.
Our values matter here, especially Wow the Customer , Be the Solution and Never Stop Growing . You can learn more about them here: https://www.firstfocus.com.au/about-us/
Key responsibilities
- Be the voice of the customer, ensuring feedback and insights are turned into practical improvements across the business.
- Map the customer journey, identify where customers experience unnecessary effort or frustration, and improve those interactions.
- Drive customer experience initiatives by partnering with delivery teams to improve products, processes and service delivery.
- Champion a customer-first culture by influencing leaders and teams to consider customer impact in everyday decisions, anchored in our Super-Green standard of easy, fast, consistent and informed.
- Develop customer experience capability by delivering training, coaching and practical guidance that helps delivery teams create better customer outcomes.
- Provide customer experience insights and reporting, identifying trends, measuring outcomes and recommending priorities for improvement.
What we are looking for
5+ years’ experience in customer experience, customer success, CSAT / VoC programs, or a related customer advocacy role.
Familiarity with the IT industry, prior experience working with or for an MSP is a plus.
A track record of influencing outcomes across delivery teams without formal authority. You know how to build buy-in from frontline teams through to leadership.
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