Customer Experience Manager

Job no: 499330
Work type: Continuing - Full-time
Campus: Adelaide
Categories: HEO9, Management

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(HEO9) $111,077- $118,862 per annum plus an employer contribution of up to 17% may apply.

Continuing position available

Lead the design and delivery of an optimised customer experience across interactions with the enquiry service and outbound communications.

The Customer Experience Manager (CXM) is a senior role working within the Prospect Management team (part of International Recruitment & Admissions) encompassing elements of both strategy and operations, and leads the continuous improvement of service delivery to prospective students. The CXM also oversees the intervention and conversion plans for all domestic and international students.

The CXM will support the Director, Prospect Management, in the implementation of initiatives in accordance with the strategic plan. The CXM will also be responsible for operationalising new digital capability to manage customers, across systems including CRM, marketing automation, and automated service channels.

The Pro Vice-Chancellor (International) (PVCI) provides leadership and oversight for all University international and internationalisation initiatives, with a particular focus on activities and partnerships of University-wide strategic importance that support and enhance the University’s growth objectives.

To be successful you will need:

  • An understanding of customer experience management, and demonstrated application of analytical and problem solving skills to customer interactions;
  • Demonstrated experience in designing and/or delivering a complex communications strategy;
  • Demonstrated experience in successfully managing a team to deliver inbound and outbound service delivery with the aim of impacting sales and customer satisfaction goals;
  • Demonstrated experience in the implementation of systems and technologies to support business processes, and management or continuous improvement of these.


Enjoy an outstanding career environment

The University of Adelaide is a uniquely rewarding workplace. The size, breadth and quality of our education and research programs—including significant industry, government and community collaborations—offers you vast scope and opportunity for a long, fulfilling career.

It also enables us to attract high-calibre people in all facets of our operations, ensuring you will be surrounded by talented colleagues, many world-leading. And our work’s cutting-edge nature—not just in your own area, but across virtually the full spectrum of human endeavour—provides a constant source of inspiration.

Our core values are honesty, respect, fairness, discovery and excellence. And our culture is one that welcomes all and embraces diversity. We are firm believers that our people are our most valuable asset, so we work to grow and diversify the skills of our staff.

In addition, we offer a wide range of attractive staff benefits. These include: salary packaging; flexible work arrangements; high-quality professional development programs and activities; and an on-campus health clinic, gym and other fitness facilities.

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Your faculty’s broader role

The Division of Academic and Student Engagement drives the University's strategic activities in relation to learning and teaching. This includes ensuring all Adelaide students have a quality experience, and investing in our academic staff’s professional development.

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If you want to change tomorrow, act today

Click the link to the online application form below and address and upload your responses to the four selection criteria listed above. Please ensure your cover letter and selection criteria responses are contained in one document of no more than two pages. Applications close 11:55pm, Friday, 28 December 2018.

Position re-advertised. Previous applicants need not apply.

For further information

For a confidential discussion regarding this position, contact:

Ms Catherine Cherry
Director, Prospect Management

You’ll find a full position description and below: (If no links appear, try viewing on another device)

The University of Adelaide is an Equal Employment Opportunity employer. Women and Aboriginal and Torres Strait Islander people who meet the requirements of this position are strongly encouraged to apply.


Download the Position Description Apply now

Advertised: Cen. Australia Daylight Time
Applications close: Cen. Australia Daylight Time

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