Job Description

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Customer Relations Leader | Customer Success

Advertiser: Localsearch4.3 out of 54.3 overall rating (47 employee reviews) More jobs from this company

Job Information

Job Listing Date
4 Jun 2019
Location
Gold Coast
Work Type
Full Time
Classification
Marketing & Communications, Digital & Search Marketing
Customer Relations Leader | Customer Success

Who Are We?

Localsearch, we bring calm to the chaos of digital marketing for more than 30,000 businesses throughout Australia. With our Google Premier Partner badge, we thrive on providing businesses with the advice, cutting-edge digital products, services and BI tools they need to compete in a constantly evolving digital world.

We work with people who are passionate about digital technology, CX and marketing—who understand it, believe in it, and are willing to constantly learn. We are looking for collaborative, results-oriented and proactive people to support our products and people & provide an exceptional customer experience across our diverse, unique footprint.

Who Are You?

You do not accept ‘satisfactory’ results when measuring how our customers feel about working with Localsearch. You will be working closely with passionate Customer Success Teams, Fulfillment Teams, Sales Reps and all representatives of the business – influencing customer experience outcomes beyond the customers’ expectations. You are a driver of customer happiness, creating touchpoints throughout our customers’ journey, continually developing innovative satisfaction and effort metrics while encouraging sustainable relationships through exceptional interactions both internally and externally with all relevant stakeholders

In addition to these talents, we consider the following attributes to be essential to being successful in the Customer Relations Leader role:

  • Previous experience in a supervisory or leader role in a multi-disciplinary team
  • Demonstrated history of constructive engagement, working closely with all stakeholders to support business objectives and initiatives
  • Confident communicator – you would rather pick up the phone and have a chat with customers over any other channel
  • Solid knowledge of digital products including website build journeys and translation of digital data
  • Strategic thinker with a propensity for problem-solving applying a strong customer satisfaction focus
  • Proactive solution seeker, with proven experience utilising exceptional retention skills across a range of customer demographics
  • Time Management proficiency – demonstrated experience in supporting multiple client business profiles
  • A keen eye for detail, picking up changing patterns in client data, troubleshooting and implementing solutions to support opportunities for improvement
  • Demonstrable ability to adapt and upskill spontaneously, dictated by our fast-paced digital environment and client needs

What will the Customer Relations Leader role involve?

  • Examine customer feedback forums across all platforms and follow-up as required
  • Regular follow up with customers addressing feedback received and proactively building relationships with clients and stakeholders across all product streams
  • Enthusiasm around ‘sticky situations’ – this role thrives on breaking down an issue and delivering a positive outcome
  • Employ and implement strategies focussed around customer care and satisfaction
  • Develop unique communication strategies for collection of and sharing customer satisfaction metrics, together with measurable improvement plans supporting delivery of exceptional customer experience across the business
  • Healthy internal communication with fulfillment and strategic teams, focussed on building and embracing positive relationships concentrated on superior customer outcomes

What You Get!

  • Great company culture. Driven by honest values, our culture revolves around richness in contribution, chasing constant improvement, helping each other succeed, and having fun doing what we love.
  • Great location. We’re located right near Robina Town Centre—providing a great opportunity to get all those errands done on your break! (and we park there for free!)
  • Stimulating work environment. We hire extraordinary people and provide them with the benefits and opportunities they need to develop both personally and professionally.

Interested? Do it. Hit ‘Apply’


Who Are We?

Localsearch, we bring calm to the chaos of digital marketing for more than 30,000 businesses throughout Australia. With our Google Premier Partner badge, we thrive on providing businesses with the advice, cutting-edge digital products, services and BI tools they need to compete in a constantly evolving digital world.

We work with people who are passionate about digital technology, CX and marketing—who understand it, believe in it, and are willing to constantly learn. We are looking for collaborative, results-oriented and proactive people to support our products and people & provide an exceptional customer experience across our diverse, unique footprint.

Who Are You?

You do not accept ‘satisfactory’ results when measuring how our customers feel about working with Localsearch. You will be working closely with passionate Customer Success Teams, Fulfillment Teams, Sales Reps and all representatives of the business – influencing customer experience outcomes beyond the customers’ expectations. You are a driver of customer happiness, creating touchpoints throughout our customers’ journey, continually developing innovative satisfaction and effort metrics while encouraging sustainable relationships through exceptional interactions both internally and externally with all relevant stakeholders

In addition to these talents, we consider the following attributes to be essential to being successful in the Customer Relations Leader role:

  • Previous experience in a supervisory or leader role in a multi-disciplinary team
  • Demonstrated history of constructive engagement, working closely with all stakeholders to support business objectives and initiatives
  • Confident communicator – you would rather pick up the phone and have a chat with customers over any other channel
  • Solid knowledge of digital products including website build journeys and translation of digital data
  • Strategic thinker with a propensity for problem-solving applying a strong customer satisfaction focus
  • Proactive solution seeker, with proven experience utilising exceptional retention skills across a range of customer demographics
  • Time Management proficiency – demonstrated experience in supporting multiple client business profiles
  • A keen eye for detail, picking up changing patterns in client data, troubleshooting and implementing solutions to support opportunities for improvement
  • Demonstrable ability to adapt and upskill spontaneously, dictated by our fast-paced digital environment and client needs

What will the Customer Relations Leader role involve?

  • Examine customer feedback forums across all platforms and follow-up as required
  • Regular follow up with customers addressing feedback received and proactively building relationships with clients and stakeholders across all product streams
  • Enthusiasm around ‘sticky situations’ – this role thrives on breaking down an issue and delivering a positive outcome
  • Employ and implement strategies focussed around customer care and satisfaction
  • Develop unique communication strategies for collection of and sharing customer satisfaction metrics, together with measurable improvement plans supporting delivery of exceptional customer experience across the business
  • Healthy internal communication with fulfillment and strategic teams, focussed on building and embracing positive relationships concentrated on superior customer outcomes

What You Get!

  • Great company culture. Driven by honest values, our culture revolves around richness in contribution, chasing constant improvement, helping each other succeed, and having fun doing what we love.
  • Great location. We’re located right near Robina Town Centre—providing a great opportunity to get all those errands done on your break! (and we park there for free!)
  • Stimulating work environment. We hire extraordinary people and provide them with the benefits and opportunities they need to develop both personally and professionally.

Interested? Do it. Hit ‘Apply’

The application form will include these questions:
  • How many years' experience do you have in digital marketing?
  • Do you have experience working towards targets and KPIs?
  • Do you have experience using Microsoft Excel?
  • Which of the following online advertising methods do you have experience with?
  • How many years of people management experience do you have?

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