Customer Experience Manager


The Role:

The purpose of the Customer Experience Manager is to manage retention and renewal activities, including but not limited to approaching customers, facilitating meetings, customer feedback sessions, preparing pricing and proposals, negotiating pricing.

Responsibilities include (but are not limited to):

  • Identifying and reporting of churn risks early and recommending intervention plans
  • Maintain existing tracking tools to measure performance and customer lifecycle
  • Support pricing recommendations and support tender preparation
  • Develop customer insights and data to enhance current and future retention strategy
  • Work closely with the Head of Customer Experience and their teams to implement and manage all customer retention initiatives and strategies (such as the Streem Strategic Reviews etc)
  • Identifies and facilitates upsell and cross-sell opportunities during the customer renewal period that directly address known customer pain points.
  • Foster strong relationships with key customer stakeholders to ensure customer satisfaction and loyalty.

What skills and experiences you’ll need:

  • Proactive and enjoys a face-paced environment.
  • Positive can-do attitude, energetic, with a keen interest in the Australian Media Landscape.
  • Demonstrate excellent communication and interpersonal skills, with the ability to build strong relationships with prospects and clients.
  • Works with other departments and builds bridges effectively.
  • Has strong organisational and time management skills, with the ability to prioritise important and urgent tasks.

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