Total 13 customer experience manager job vacancies in Collingwood, Melbourne

What you will be doing

As the Senior Manager, Paid Media, you will be a core member of the Growth Marketing team and will be instrumental in building, leading and driving our digital and above the line paid media strategies. You will be a hands-on paid media expert with an inquisitive and growth mindset, constantly looking for growth and testing opportunities to deliver commercial outcomes. You will bring an advanced understanding of paid media activities across all core channels and platforms, such as, but not limited to, SA360, DV360, Meta, and ATL Media Buying.

This role is a unique opportunity, combining strategy and hands-on tactical execution, and the ability to shape the direction of our paid media strategy and team.

• Lead, execute and manage best in class, high performing digital media campaigns, from strategy to execution through all relevant channels and media buying methods. This includes, but is not limited to: Paid Search (SA360), Meta Ads, DV360 and other Programmatic platforms
• In collaboration with the broader marketing team, in particular the brand, creative and analytics team, strategize, lead, execute and manage best in class, high performing Above the Line marketing campaigns through all relevant media buying methods and channels, such as OOH, Radio, and TV
• Build and manage relationships with key partners, including but not limited to: Google, Meta, Programmatic Platform Partners, Media Networks, Partners and Agencies
• Seek out and identify innovative media opportunities and look to implement and test these to drive commercial outcomes
• Work closely and collaboratively with the marketing data analytics team, reporting on performance against targets and to uncover growth opportunities and actionable insights aimed at delivering continuous improvement
• Working side by side with the App Strategist, build, execute and manage our app growth and retention plans
• Working in collaboration with the marketing automation team to build cross-channel customer journeys
• Proactively source external and internal audience and market insights to inform program planning and direction
• Own and manage a constantly evolving a/b testing roadmap that considers audiences, bidding, creative, new ad formats, new channels, landing pages and more, to constantly optimising campaigns to their objectives
• Work in collaboration with the in-house creative team to ensure campaigns are utilising effective and optimised creative that cut-through
• Lead, manage and develop a high performing team of SMEs in performance and brandperformance marketing, as well as app strategy
• Champion and be the leading subject matter expert in paid media, both ATL and BTL across the business – work with the marketing team and the broader business to ensure we are at the forefront of paid media across brand awareness, performance, programmatic, brandperformance
• Stay across and share among stakeholders the latest paid media trends and industry developments, and adapt strategies where applicable 

What you’ll do

You will work with a wide range of stakeholders on a variety of privacy compliance activities, with the backup of a high functioning and approachable legal team.

• Develop and implement privacy policies, procedures and training predominantly in the Australian business.
• Conduct privacy impact assessments and report on risks.
• Support the implementation of a data scanning and consent management tool.
• Conduct regular audits and assessments and take corrective action when necessary.
• Support the legal team in investigating and responding to privacy incidents.
• Work closely with a group of Privacy Champions across the business.
• Stay up to date with privacy laws and regulations.
• Liaise with overseas privacy functions as needed.

What you’ll do

This role focuses on the core marketplace experience and its six non-auto verticals, and consists of three main focus areas: Buy, Sell and Apps. It is responsible for managing the consumers buying and selling experience on the retail sites and apps, including the current suite of products and services as well as supporting carsales’ ongoing growth ambitions and track record of product innovation and delivery. This growth will be driven by product expansion and new product development which provides both consumer and business benefits.

The role will require you to work as part of a cross-functional team to ideate, create and execute world class consumer products, focusing on supporting consumers to sell their vehicles. With a strong focus on business outcomes, commercial acumen and the ability to utilise data to define your work is essential.  

• Day-to-day responsibility for the performance of the current product set, including uptime and financial performance
• Work as part of cross-functional team to identify and execute on opportunities and new products
• Contribute as part of the Consumer leadership team to define a medium-term strategy, which opportunities to pursue and how to meet business targets
• Appropriately allocate resources to respective opportunities and new products to meet both consumer and business needs
• A strong decision maker able to make decisive judgements and bring others along with you
• Uplift team capabilities via ongoing support and on-the-job training

What you'll be doing

tyresales aim to create a hassle-free tyre purchasing experience for customers. Their seamless eCommerce platform links all the big tyre brands with the largest tyre fitment network in Australia.

This is your opportunity to join the team as a Sales and Customer Support Officer within Tyres Group at carsales, your primary responsibility is to provide the best experience possible to all of our customers. This experience comes through offering customers quality support and assistance across multiple channels, such as phone, email, web and live chat. Working in a fast paced environment, you will be responsible for answering inbound customer service and sales queries (voice and digital).

By assisting our customers through their journey and supporting them with their needs, you are contributing to the goals of the greater Customer Service Team, driving both customer satisfaction and loyalty in a positive direction. 

• Maintaining the day to day operations within the tyres business through tasks such as, product support, interactions with our fitting partners, suppliers and logistics providers as well as some administrative tasks. 
• Make outbound calls to new and existing clients to understand their business requirements and identify growth opportunities, including onboarding and upselling services.
• Improve closing rates and conversion of online leads from our customers.
• Manage enquiries through to resolution, this could involve liaising with multiple stakeholders both internal and external.
• Advise clients on Tyresales products and services.
• Utilise your strong relationship building skills to develop and grow sustainable and authentic relationships in order to retain clients.

What’ll you’ll be doing

• Demonstrated inclusive and interpersonal attributes that connect you to our behaviours (we change the game, we own it, we step in, we are curious, we don’t take ourselves too seriously).
• Understand and share expertise in problem solving and solving them quickly.
• Develop and support solutions that deliver exceptional customer service.
• Demonstrate understanding, motivations and expertise in meeting KPIs.

What you’ll do

This is your opportunity to join i-motor’s Customer Relationship Management Team for a 6 Month Fixed Term Contract as a Customer Support Consultant.

As part of this team, you will be responsible for being the first point of contact for all technical, website and support issues.

• Provide product/services information, answer questions, and resolve any emerging problems that our customers might face, with accuracy and efficiency, via phone, email or our online helpdesk. 
• Offer advice and recommendations, from diagnosis through to resolution via our ticketing system.
• Collaborate and connect with established dealership accounts to maintain and retain business relationships.
• Assist in establishing and maintaining brand content including brand guidelines, special offers and vehicle data to ensure correct manufacture and dealership representation.

What you’ll do

We are looking for someone who will become a subject matter expert across our digital marketplace ‘caravancampingsales store’ and help build its growth by attracting and converting new customers who journey through the digital platform as well as assist in existing orders.

Demonstrating adaptability by understanding and effectively responding to evolving situations, diverse customer needs, and emerging technologies within the customer service realm. Experience in resolving customer pain points is essential to the successful delivery of enhancements and initiatives that service to create a better customer experience.

Reporting to the Customer Service Manager, this is your opportunity to assist our customers through their journey and support them with their needs, driving both customer satisfaction and loyalty in a positive direction. 

• Share expertise to provide exceptional customer support and assistance across multiple channels, such as phone, email, web and live chat. 
• Maintain day to day operations of the Success Team through tasks such as advert approvals, fraud identification, adjacent product support and administrative tasks.  
• Understand and share expertise in resolving customer pain points is essential to the successful delivery of enhancements and initiatives that service to create a better customer experience. 
• Collaborate in a fast-paced environment, you will be responsible for answering inbound customer service queries (voice and digital).
• Develop and support solutions that take a proactive approach to customer resolution.

As a B2B Customer Support Specialist within the carsales Dealer Services team, you will be the eyes and ears to our customers by providing both general and technical support to our Dealers, Performance Managers, and BDMs.
 
You’ll provide exceptional customer service across phone, email and LiveChat, with the objective to find a way and say “yes” as often as possible. Although we are “carsales”, we have a variety of verticals across our business, and you’ll quickly become familiar with our automotive, marine, motorcycle and industry product offerings.

Please note this is a 0.8 FTE role working Monday - Friday, 10am - 4pm.

You’ll be responsible for:

• Taking ownership of all customer enquiries that you receive and handling them in a professional and courteous manner.
• Regularly update customers on how their requests are progressing.
• Recording notes for all support queries, changes and task completions.
• Keeping up-to-date with our product and service offerings so that you can always provide customers with accurate information.

What you’ll do: 

This is your opportunity to join carsales as a Brand Manager. Working within the Marketing, Customer and Content team, this position plays a crucial role in the development, implementation and management of our brand’s strategies to ensure consistency and alignment with our business objectives.

In this role you will collaborate closely with various teams across the marketing and content team, as well as the wider business, to ensure that all activities align with the brands objectives and messaging.

• Develop and execute comprehensive brand strategies that drive brand awareness, engagement, and loyalty.
• Support the development of our brand's positioning, brand pillars, brand messaging and visual identity to resonate with target audiences.
• Lead the re-development of brand guidelines, ensuring consistency across all marketing materials and communications.
• Support the development of our brand architecture framework to ensure a cohesive and effective structure for all brands, products and services.
• Proactively identify opportunities for brand growth and innovation across various channels, staying ahead of industry trends and emerging technologies.

What you’ll do:

Join carsales as a PR Manager (12 month maternity leave cover). Working within the marketing and content team, you will also engage with various internal departments across the organisation and collaborate closely with our Global Corporate Affairs team. This role will be responsible for:

• Developing and implementing comprehensive PR strategies and campaigns aimed at increasing our company's brand image and reputation, thought leadership, and visibility within the industry.
• Nurture and maintain relationships with both consumer and trade focused media outlets, bloggers, influencers, and community partners to secure positive coverage and endorsements.
• Collaborate with internal subject matter experts and stakeholders to craft and distribute media releases and press material.
• Identify and leverage opportunities for thought leadership and speaking engagements at industry conferences, events, and forums to showcase our expertise and insights.
• Increase visibility of our brand through industry leading events and awards, as well as seek opportunities for us to  elevate our brand at events through activations, sponsorships and/or speaking engagements.
• Proactively monitor industry trends, regulatory developments, and competitive landscape, and leverage insights to inform PR strategies and messaging. 

What’ll you’ll be doing

• Demonstrated inclusive and interpersonal attributes that connect you to our behaviours (we change the game, we own it, we step in, we are curious, we don’t take ourselves too seriously).
• Understand and share expertise in problem solving and solving them quickly .
• Develop and support solutions that deliver exceptional customer service.
• Demonstrate understanding, motivations and expertise in meeting KPIs.

What you’ll do

Together with carsales this is your opportunity to join our carsales Product Group, this newly created role will work on a new product and new line of business for carsales. This multi-faceted, high-intensity role will see you driving key elements of the product and evolving an existing market and consumer experience - all while achieving product excellence and being a consumer advocate.

• Develop and support solutions that deliver a Customer centric and commercial mindset. You are an advocate for users but can balance this out with business targets and objectives.
• Specialisation and focus on Technology and Platform Products for usage by technical teams and Technology Businesses. Preferrably SaaS Products
• Demonstrate understanding, motivations and expertise in researching and establishing true consumer/market problems and defining the ‘why’.
• Leading and organising delivery of complex, multi-team Technology Products to tight time frames with varied stakeholders and business drivers
• An ability to multitask and juggle multiple priorities in a dynamic and constantly changing environment, whilst still paying attention to the tiniest of details
• Building, leading and continuously developing an autonomous, self-organizing Squad with a culture of high performance and accountability. 
• You are an influencer who can build strong and productive relationships across all levels of the business  

What you’ll do: 

This is your opportunity to join carsales as a Product Marketing Manager. Working within the Marketing, Customer and Content team, this position plays a pivotal role in bridging the gap between product development and market adoption. 

In this role you will collaborate closely with the product and product design teams to ensure that marketing strategies align with product development and design efforts, helping to create a seamless and user-centric experience.

• Develop and execute comprehensive go-to-market plans for features and products, considering user needs and expectations.
• Define clear product positioning and messaging that resonates with our consumer segments, effectively communicating the value and benefits.
• Identify and understand the various segments within our consumer portfolio, including buyers, sellers, and website/app users, and tailor marketing strategies and seasonal promotions accordingly.
• Work with the digital and marketing automation team to develop customer life cycle strategies that are designed to reach, engage and reengage customers at the right time with the right message, through channels such as email, in-app notifications and on-site drivers.
• Work with relevant teams to create engaging and informative content to better educate consumers and drive product engagement
• Collaborate across teams to conduct research and analyze data on market trends, customer behaviors, and competitor activity, to inform and optimise on product and marketing decisions