Position Description
POSITION TITLE: Customer Experience Manager
DEPARTMENT: Dovetail Advanced Manufacturing, Social Enterprises
RESPONSIBLE TO: Head of Strategic Sales and Business Development
DIRECT REPORTS: Customer Service Administrator
EMPLOYMENT TYPE: Full Time
LOCATION: Panorama SA
☒National Police Check ☐NDIS Worker Screening Check ☐Medical
☒Driver’s License ☒Proof of completion of NDIS Worker Orientation Module
Dovetail Advanced Manufacturing is a Social Enterprise set in the timber manufacturing, commercial joinery and construction industry in South Australia. Our purpose is to provide open employment opportunities for people who have experienced barriers to employment including people with a disability through the delivery of quality timber products. We take pride in our ESG efforts, not only looking to improve the lives of others but also the environment that we live and work in. POSITION SUMMARY
The Customer Experience Manager (CEM) is a strategic leader responsible for shaping and
optimising the end-to-end customer journey. This pivotal role ensures that every touchpoint with
customers—both internal and external—is exceptional. The CEM collaborates closely with
cross-functional teams to enhance processes, drive efficiency, and elevate overall customer
satisfaction. Reporting directly to the Head of Strategic Sales and Business Development, the
CEM plays a critical role in achieving business goals and fostering a customer-centric culture.
KEY RESPONSIBILITIES
1. Customer Service Leadership:
• Leading Customer Service Teams: The CEM oversees and guides customer
service teams, ensuring they consistently deliver exceptional service aligned
with customer-focused strategies.
• Strategic Collaboration: Working closely with executives and stakeholders,
the CEM develops and implements effective customer management strategies
that align with the company’s goals and objectives.
2. Fostering Customer Loyalty: Customer experience managers focus on building and
nurturing customer loyalty. They design and execute initiatives that enhance the
overall customer experience, fostering repeat business and customer advocacy.
• Monitoring and Improving Experiences: Utilising tools such as customer
feedback platforms, analytics software, and customer relationship management
(CRM) systems, CEMs monitor customer interactions, gather insights, and
identify areas for improvement.
• Internal and External Customer Interaction: Act as the primary point of contact for escalated customer inquiries, ensuring timely resolution.
• Collaborate with sales, marketing, and product teams to align customer service efforts with business objectives.
3. Service Excellence:
• Service Standards: Set service standards and monitor adherence to ensure
consistent, high-quality interactions.
• Develop and maintain a deep understanding of customer pain points and
preferences.
4. Process Optimisation and Efficiency:
• Process Mapping and Analysis: Evaluate existing customer service processes, identifying bottlenecks and areas for improvement.
• Map end-to-end customer journeys to identify pain points and opportunities.
5. Continuous Improvement Initiatives:
• Lead and Champion: Lead cross-functional teams in implementing process enhancements.
• Champion a culture of continuous improvement, encouraging innovative solutions.
• Monitor key performance indicators (KPIs) related to process efficiency.
6. Business Central CRM Project:
• CRM Project: Drive the successful implementation and adoption of the
Business Central CRM system.
• Collaborate with IT and other stakeholders to configure and customise the
CRM platform.
• Ensure accurate and up-to-date customer data within the CRM system.
• Leverage CRM analytics to derive actionable insights for personalised
customer interactions.
7. Customer Satisfaction and Retention:
• Feedback Loop Management: Gather customer feedback through surveys,
interviews, and other channels.
• Translate feedback into actionable improvements across the organisation.
8. Retention Strategies:
• Develop and execute strategies to enhance customer loyalty and reduce churn.
• Proactively address customer concerns to prevent attrition.
KEY CHALLENGES
• Response Time: Maintain swift response times for customer inquiries.
• Net Promoter Score (NPS): Measure customer loyalty and advocacy.
• First Contact Resolution Rate: Minimise escalations by resolving issues promptly.
• Customer Satisfaction (CSAT): Regularly assess customer satisfaction levels.
• Process Efficiency Metrics: Track process cycle times, error rates, and resource
utilisation.
SKILLS/ATTRIBUTES
• Clear and effective communication including ability to listen actively, understand
inquiries, and provide concise and helpful responses.
• Demonstrated ability to analyse problems, think critically, and find practical
solutions is essential for maintaining customer satisfaction.
• Demonstrated ability to prioritise tasks, manage time efficiently, and switch
between different tasks.
• Prior experience keeping track of customer information, handling inquiries, and
resolving complaints.
• Attention to details when inputting data, managing records, and handling customer
requests.
• Being adaptable and open to change ensures administrators can handle evolving
situations effectively.
Essential Criteria
• Bachelor’s degree in Business Management, Commerce, Marketing, or a related
field.
• Minimum 5 years of experience in customer service management or a similar role.
• Prior supervisory experience.
• Proficiency in CRM systems, preferably Business Central.
• Intermediate skill in Microsoft Word and Excel.
Desirable Skills and Qualities
• Driver's License
CORPORATE RESPONSIBILITIES
In accordance with current legislation specific to your job role and responsibilities, you are
required to become familiar and work in accordance with the Work Health and Safety Act 2012
(SA), Return to Work Act 2014, and the National Disability Insurance Scheme Practice
Standards (the NDIS Practice Standards).
I confirm that I have read and understood the Position Description for the position of Customer
Experience Manager
[NAME]
Signed _______________________
Date _______________________