Head of Customer Experience ANZ

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer!

About the Role:

You will create an outstanding customer service experience, drive transformation and provide thought leadership to the ANZ Customer Service Strategy. Leading a team of 7, provide strong people leadership and day to day operational excellence and employee engagement. Build a culture that facilitates personal and professional development as well as improve processes and to deliver a magnificent experience across Customer Service.

What will you do?

• Drive transformation by simplifying complexity and implementing strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
• Lead and own the customer service team, providing guidance, coaching, and support to ensure inspiring culture and achievement of functional goals.
• Lead the daily operations of the function, including handling customer inquiries and resolving raised issues in a timely and professional manner.
• Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
• Review customer feedback and data to identify trends, areas for improvement, and opportunities to improve the customer experience.
• Own the collaborative effort with cross-functional teams, such as sales, marketing, and operations, to ensure a seamless experience and alignment of customer goals with overall business objectives.
• Lead customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
• Lead assess customer service performance metrics, such as response time, first contact resolution rate, and Customer Allegiance Scores, and implement corrective actions as needed.
• Proactively recommend innovative solutions to enhance customer service operations.
• Champion a positive and collaborative work environment, promoting partnership, and professional development within the team.
• Coach, mentor and educate a large team, acting as a role model, the behavioral shifts required to deliver exceptional results.
• Responsible for hardware/software requirements, and inhouse development of tools to ensure system downtime is minimized and that effective contingency plans are in place.
• Working company and business unit wide to ensure effective management of the phone / ERP systems and to improve call flow and quote to cash processes
• Effectively develop the team such that they are competent, focused and dedicated to achieving their best.

Requirements:

• 8-10+ years experience in a customer service leadership, commercial sales operations role. Scientific/healthcare industry is preferred
• Experience in leading teams of managers and individual contributors, with a passion for attracting and developing talent, developing bench strengths and leading a diverse and dispersed workforce
• Experience in working in a global and matrix organisation with a multi-site model
• Experience leading, motivating and running a mixed onshore & offshore team model
• Experience acquired across several companies (preferred)

Knowledge, Skills, Abilities

• Understanding of the industry sector, the ANZ market and potential challenges across the full value proposition
• Role modelling exceptional customer service and rallying team to step change approach & behaviors to achieve customer satisfaction
• Shifting business performance from a low to a high sustainable performance, in tough circumstances
• Strong digital literacy in Microsoft Office and standard IT software systems i.e. CRM, and ERP’s.

Benefits

Join our team and take advantage of these great benefits. Apply now to learn more about the full range of benefits we offer.

• Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.
• Flexibility: Balance your work and personal life with flexible arrangements.
• Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.
• Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.
• Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.

Thermo Fisher Scientific Australia WGEA Employer of Choice for Gender Equality