Introduction to blithequark and the Industry
At blithequark, our mission is to empower local economies, and we're committed to making a meaningful impact in the lives of our customers, merchants, and dashers. The Strategy & Operations team plays a vital role in shaping how we serve our community, and we're now elevating our customer strategy to ensure we listen, respond to, and innovate based on the voices of our customers, delivery partners, and merchants. As a leader in the technology and logistics industry, blithequark is dedicated to providing exceptional customer experiences, and we're seeking a talented professional to join our team as a Voice of the Customer Manager for Australia and New Zealand.
About the Role
We're seeking a strategic and insights-driven Voice of the Customer (VoC) Manager to own the customer feedback loop across Australia and New Zealand. Reporting to the APAC Director, Strategy & Operations, this role will lead efforts to synthesise inbound and outbound customer communications, unify insights across support and marketing, and drive actionable outcomes across business verticals. This is a critical role that blends customer experience, operational strategy, and stakeholder collaboration to enhance marketplace efficiency and satisfaction. As a hybrid role, you'll have the flexibility to work 3 days in-office and 2 days remote, allowing you to balance your work and personal life.
Key Responsibilities
- Design and implement a unified Voice of the Customer strategy across inbound (Support, Help) and outbound (Marketing) channels, ensuring that customer feedback is heard and acted upon.
- Develop a single source of truth for customer insights reporting, aligning data to customer lifecycle and business impact, and providing actionable recommendations to stakeholders.
- Collaborate with Support, S&O, and vertical leads to transform feedback into actionable outcomes and improvement projects, driving meaningful change and enhancing customer satisfaction.
- Define and report on metrics that link feedback to operational, retention, and customer experience outcomes, providing data-driven insights to inform business decisions.
- Establish a clear comms strategy and feedback loop that closes the gap between insights and decision-making, ensuring that customer voices are heard and valued.
- Ensure that inbound insights inform outbound communication and vice versa, enhancing our holistic customer strategy and driving business growth.
Essential Qualifications
To be successful in this role, you'll need:
- 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments, with a proven track record of driving business outcomes through customer-centric strategies.
- Experience with qualitative and quantitative data analysis, and skilled in turning insight into business outcomes, with the ability to communicate complex data insights to stakeholders.
- Strong cross-functional collaboration skills, with the ability to influence teams across Support, Product, Marketing, and Ops, and drive alignment across business verticals.
- Comfort building and owning programs end-to-end with limited precedent, with a willingness to take calculated risks and drive innovation.
- Motivation by impact, with a passion for problem-solving and a thrive in a growth-focused culture, and a commitment to delivering exceptional customer experiences.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Experience working in a similar role in the technology and logistics industry, with a deep understanding of the challenges and opportunities facing blithequark.
- Strong knowledge of customer experience metrics and benchmarks, with the ability to develop and track key performance indicators (KPIs) to measure customer satisfaction and loyalty.
- Experience with customer feedback and survey tools, such as Medallia or Qualtrics, with the ability to design and implement effective feedback mechanisms.
- Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
Skills and Competencies
To be successful in this role, you'll need to possess the following skills and competencies:
- Strategic thinking: the ability to develop and implement strategic plans that drive business outcomes and enhance customer experiences.
- Communication skills: the ability to communicate complex data insights and recommendations to stakeholders, both written and verbal.
- Collaboration and influencing skills: the ability to work effectively with cross-functional teams and influence stakeholders to drive alignment and business outcomes.
- Problem-solving skills: the ability to analyze complex problems and develop effective solutions that drive business growth and customer satisfaction.
- Adaptability and flexibility: the ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to supporting the growth and development of our team members. As a Voice of the Customer Manager, you'll have access to:
- Professional development opportunities: training and development programs to enhance your skills and knowledge, and stay up-to-date with industry trends and best practices.
- Mentorship and coaching: guidance and support from experienced leaders and mentors to help you achieve your career goals.
- Cross-functional collaboration: opportunities to work with teams across the business, and develop a deeper understanding of the company and its operations.
- Autonomy and ownership: the freedom to take ownership of your work and make decisions that drive business outcomes and customer satisfaction.
Work Environment and Company Culture
At blithequark, we're committed to creating a positive and inclusive work environment that supports the well-being and happiness of our team members. You can expect:
- Flexible working arrangements: a hybrid work model that allows you to balance your work and personal life, and work from home or in the office as needed.
- Collaborative and dynamic work environment: a fast-paced and dynamic work environment that's collaborative, inclusive, and supportive.
- Recognition and rewards: recognition and rewards for your contributions and achievements, and opportunities to celebrate your successes.
- Comprehensive benefits and perks: access to comprehensive benefits and perks, including health insurance, retirement planning, and employee discounts.
Compensation, Perks, and Benefits
As a Voice of the Customer Manager at blithequark, you can expect:
- Competitive salary and bonus structure: a competitive salary and bonus structure that reflects your experience and qualifications, and rewards your contributions and achievements.
- Comprehensive benefits package: access to a comprehensive benefits package, including health insurance, retirement planning, and employee discounts.
- Opportunities for growth and development: opportunities for growth and development, including training and development programs, mentorship and coaching, and cross-functional collaboration.
- Flexible working arrangements: flexible working arrangements, including a hybrid work model that allows you to balance your work and personal life.
Conclusion
If you're a motivated and experienced professional with a passion for customer experience and strategy, we encourage you to apply for the Voice of the Customer Manager role at blithequark. This is a unique opportunity to join a dynamic and growth-focused company, and make a meaningful impact on the lives of our customers, merchants, and dashers. With a competitive salary and bonus structure, comprehensive benefits package, and opportunities for growth and development, this is a role that will challenge and reward you. Apply now to join our team and help us empower local economies and deliver exceptional customer experiences.
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