Voice of Customer Manager at Koala

Full-time, Sydney sydney full-time
Posted 1 months ago

Koala's mission is to become the smartest way to buy high-quality furniture online. Combining customer-centric products, a world-class technology and fulfilment platform, and incredible customer service, we are changing the way people buy and enjoy furniture. Our number one priority (after making amazing products) is the customer experience. We are a brand that deeply cares about our customers and we strive to do anything to make them happy and completely satisfied.

Why we have this role @ Koala?

Our Customers are at the heart of what we do at Koala, and we passionately value the Voice of Customer in how we shape and grow our services, channels, products and delivery offerings. To take our insights to the next level, our Voice of Customer Manager will bring their experience and passion to the role to combine data sources, analyse customer interactions and feedback, discover trends and themes, and champion the Voice of our Koala Customer to drive continuous improvement of the customer experience across our organisation. Key to doing this successfully will be their expert internal relationship building!


What key responsibilities does this role have @ Koala?

  • Reporting to the Director, Customer Service, be an integral part of of the Koala Customer Service organisation
  • Champion the Voice of Customer throughout our internal Koala organisation to educate and inform the business of its importance to our success
  • Identify, receive, and consolidate various data sources (both structured and unstructured) of Customer interactions and feedback across our platforms
  • Dive into historical interactions, and leverage effective quantitative and qualitative data analytics to uncover commonalities, trends and valuable opportunities
  • Leverage historical VoC trends to inform and predict future Customer behaviours and expectations
  • Build, design and deliver insightful and valuable reporting to all areas of the organisation
  • Lead identified areas of opportunity with relevant stakeholders, promoting accountability and tracking impact of changes
  • Own the documentation of all relevant processes and expectations around VoC, to enable the whole organisation to align to how we measure success
  • Be comfortable to wear a training hat from time to time, to support the organisation in VoC-related development opportunities

Ideal background...

  • 3+ years working in a Voice of Customer Role
  • Displays an unwavering passion for the Customer and championing that voice within the business
  • Expert capability in structured and unstructured data analysis, and uncovering data driven insights, trends and opportunities
  • Expert in generating reporting, both for executive leadership and all levels of the organisation
  • Excellent written & verbal communication skills and attention to detail
  • A team player that can also work autonomously, is self-motivated, task-oriented and organised
  • Can confidently present to a room of colleagues and stakeholders
  • A passion to keep up to date on current industry trends 
  • Excellent problem-solving skills 
  • Exceptional management and leadership skills
  • Proven ability to initiate and manage change


Treehouse Perks...

Koala is only as good as its employees are happy - and they're a happy mob down at the Treehouse. Benefits like casual-Friday every day, a fully stocked Koala Kitchen with an emphasis on healthy, local and organic produce, VB fridge that's constantly stocked, our ever-changing selection of Grifter Brewing Co beers, Mecca Coffee Co. beans and the famous Koala Kombucha on tap with new flavours every week. And there's more than just tasty treats - the Koala Treehouse is as dog-friendly as they get, and with flexible working options, plenty of social sports and activities as well as free Koala products for all employees and a strong focus on internal growth - the Koala Kommunity is a great place to hang out (and work too)!

Koalities we look for...

At Koala, we do things a little differently - which means we expect a lot from our employees! We want you to challenge expectations, always look to make a difference and give us something different than the norm. We want people that bring great energy, that have a long-game focus and are always curious to find new angles and approaches to the way we work. We're a team of entrepreneurs that have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adjusting. We're bloody confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball. Honesty drives everything we do, as well as a total focus on the customer - so if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;)