Customer Relations / Management

Customer Experience Manager – Adelaide

Full Time

Stone & Chalk

Fintech Startup? Your Future Starts Here.

We have an incredible opportunity for an accomplished and operationally hands-on individual to join the team at Stone & Chalk Adelaide, Australasia’s leading innovation hub. Stone & Chalk is a not-for-profit company whose mission is to help startups commercialise and scale by supplying cutting-edge innovation to corporates and governments as customers.

You will be contributing to accelerating the growth of the next generation of Australia’s technology companies, and be fuelling the jobs of tomorrow. In less than four years, Stone & Chalk residents and alumni have secured more than $330M in funding and have created more than 600 direct jobs. With offices in Sydney and Melbourne, Stone & Chalk has recently partnered with the South Australian Government to launch a new innovation hub at Lot Fourteen in Adelaide.

About the opportunity

We’re looking for a motivated, talented and passionate individual to lead the setup and ongoing operations of Stone & Chalk Adelaide. You will be responsible for ensuring the hub and activities that occur within it run smoothly at all times. To be successful in this role, you will have a ruthless focus on customer service and delivery excellence.

What does this actually look like?

You will own the end-to-end customer experience of our residents, clients, staff and visitors when coming to Stone & Chalk at Lot Fourteen. You’ll have a big focus on continuous improvement and efficiency, and will work to implement operational digital systems. Core systems include member management, desk optimisation, billing, security access, printing, lockers, meeting room access, shower facilities, help desk setups and more.

Reporting to the Adelaide GM, this is a unique opportunity to join the founding Stone & Chalk Adelaide team. In this role you will:

– Own the end-to-end experience for residents from when they are onboarded until when they graduate and join the Alumni program

– Design and own the internal processes, systems and tools, critical for delivering on our resident and customer experience

– Work closely with SA Government and broader SA team to ensure a seamless customer experience

– Own facilities management, including resolution and escalation of issues

– Be responsible for the Net Promoter Score of our residents

– Work closely with the Community Manager to deliver key resident programs and experiences

About you

You will naturally have a ‘make it happen’ personality with business acumen, a passion for the startup community, and high levels of emotional maturity. Operations flows through your veins and you just love to get things done making things awesome along the way!

You will be a guru at process design and implementation, leading teams through technology, process and business changes while working to assure service delivery excellence. You live the view that there is always a better way of doing something.

You are able to leverage your incredible operations experience to manage multiple stakeholders both internally and externally. You are able to find the right people at the right time and you frequently find yourself on the front line getting it done and leading by example to demonstrate the art of the possible and to a high standard.

Alongside your ruthless focus on customer service and delivery excellence, resilience, tenacity, leadership, teamwork and a positive attitude are attributes of your character that define you.

To apply for this role, please click on the Apply for Job button and include your resume, cover letter and any other materials you would like to showcase.

Tagged as: customer experience, customer experience manager, manager