Customer Experience Manager

Role Overview

KFT Bilişim is hiring a strategic and customer-focused Customer Experience Manager in Australia for an onsite, part-time position. This role is suited to someone who can improve customer satisfaction, deepen loyalty, and strengthen engagement throughout the full customer journey.

The ideal candidate will combine leadership, commercial awareness, and a strong analytical approach to drive customer-centric improvements across the organization.

Key Responsibilities

• Create and implement customer experience strategies that support business goals while meeting customer expectations.
• Track and evaluate customer satisfaction indicators such as CSAT, NPS, retention, and service performance.
• Collect, review, and interpret customer feedback, behavioral data, and journey insights to uncover improvement opportunities.
• Work closely with customer service, sales, marketing, operations, product, and technology teams to deliver smooth customer interactions.
• Lead customer journey mapping, service design, and experience improvement projects across all customer touchpoints.
• Build dashboards, reports, and practical recommendations that improve customer engagement and business outcomes.
• Support a customer-first culture through training, coaching, and the sharing of best practices.
• Define customer experience standards, service frameworks, and ongoing improvement processes across the business.
• Develop loyalty, advocacy, and retention initiatives using data-led insights and innovative approaches.

Candidate Profile

• Background in customer experience, customer success, customer service leadership, or a similar management role.
• Strong understanding of customer journey mapping, voice of customer practices, and customer experience methods.
• Confident leadership, communication, and stakeholder management abilities.
• Strong analytical thinking and problem-solving skills with a data-driven mindset.
• Experience managing cross-functional projects and supporting organizational change.
• Customer-oriented approach with solid commercial awareness.
• Ability to influence decision-making and promote customer-first thinking across teams.

What’s Offered

• A chance to directly shape the company’s customer experience strategy.
• A high-impact leadership position with broad cross-functional exposure.
• A collaborative, innovative, and customer-centered workplace.
• Opportunities for professional growth and career development.
• Competitive compensation and a comprehensive benefits package.

Additional Information

The opportunity is designed for someone who can help build lasting customer relationships, strengthen loyalty, and contribute to long-term business growth through better experiences.