Customer Experience Manager

Location:

Sydney, Australia
Requisition Number:
R0045034

Gumtree Australia is Australia’s favourite local marketplace connecting buyers and sellers in the local community to buy, sell and find just about everything. There are more than 3 million listings across hundreds of categories and 80,000 new ads are posted every single day.

On average, more than 7 million Australians visit Gumtree each month, and we’re proud to say we’re one of the top shopping apps in Australia.

Facilitating successful and safe local trade is our main priority. Our mission is to empower people and create economic opportunity and to be Australia’s favourite local marketplace for all of life’s needs.

The Product & Design team at Gumtree is looking for a Customer Experience professional who can harness qualitative and quantitative data to deliver actionable insights to our business. This will inform our strategic direction and help our teams make fast, customer-centred decisions.

Within Product & Design, you will be working alongside Product Managers, Analysts and Designers to shape the future of the Gumtree websites and apps.

As our first hire in this new role at Gumtree, you will also partner with customer-facing teams, including Customer Service and Public Relations, to ensure our product reflects the needs of our customers.

If you're keen to improve the lives of millions of Australians, we'd love to hear from you!

Responsibilities

  • Reporting to the Head of Product and Design, you will provide insights that drive our business and product strategy

  • Consolidate feedback across all customer feedback channels

  • Work with Product Analysts to analyse customer data

  • Deliver management reporting of customer metrics, including NPS

  • Manage the relationship between Product and Customer Service

  • Own CX assets, including customer journey maps and personas

  • Execute customer research projects, with support from our agency partners

  • Collaborate with Product Managers and Designers on problem and solution discovery

Key skills and experience

  • Outstanding communicator who can translate user data into compelling customer narratives

  • Ability to perform customer interviews, surveys, contextual enquiries and user testing

  • Comfortable analysing customer data using tools such as Google Analytics, Tableau and Adobe Experience Cloud

  • Proven track record of delivering customer insights from both quantitative and qualitative sources

  • Experience working with online marketplaces or consumer-facing SAAS products a plus

What we offer:

  • Meaningful work with diverse, international, highly skilled and passionate teams which give you the chance to make a difference in our customers’ lives.

  • International career opportunities throughout eCG.

  • Competitive compensation, conference & education budget. We value your personal and professional development.

  • A healthy work-life balance, i.e. part-time work, an additional paid parental leave time, flexible working hours including working from home options.

  • A great atmosphere, open-minded company culture with several social team activities (online and offline).

We love building opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do every single day. We want to ensure that as an employee, no matter who you are, you feel Gumtree Australia is a place where you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about us click here: https://jobs.ebayclassifiedsgroup.com/gumtree

Covid-19

People are the heart of Gumtree and their health and well-being are our first priority.

We continue to monitor local government guidance and partner closely with medical advisors to determine the safest and best next steps for everyone. As a result, most teams are working remotely, with a few teams able to collaborate in person with enhanced safety procedures. We will discuss the particular case for your region during the interview process. As a general rule, interviews will be completed remotely over video calls.

Gumtree Australia is a part of the eBay Classifieds Group

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info

Customer Experience Manager

Sydney, Australia Requisition Number R0045034 Subsidiary Gumtree

Gumtree Australia is Australia’s favourite local marketplace connecting buyers and sellers in the local community to buy, sell and find just about everything. There are more than 3 million listings across hundreds of categories and 80,000 new ads are posted every single day.

On average, more than 7 million Australians visit Gumtree each month, and we’re proud to say we’re one of the top shopping apps in Australia.

Facilitating successful and safe local trade is our main priority. Our mission is to empower people and create economic opportunity and to be Australia’s favourite local marketplace for all of life’s needs.

The Product & Design team at Gumtree is looking for a Customer Experience professional who can harness qualitative and quantitative data to deliver actionable insights to our business. This will inform our strategic direction and help our teams make fast, customer-centred decisions.

Within Product & Design, you will be working alongside Product Managers, Analysts and Designers to shape the future of the Gumtree websites and apps.

As our first hire in this new role at Gumtree, you will also partner with customer-facing teams, including Customer Service and Public Relations, to ensure our product reflects the needs of our customers.

If you're keen to improve the lives of millions of Australians, we'd love to hear from you!

Responsibilities

  • Reporting to the Head of Product and Design, you will provide insights that drive our business and product strategy

  • Consolidate feedback across all customer feedback channels

  • Work with Product Analysts to analyse customer data

  • Deliver management reporting of customer metrics, including NPS

  • Manage the relationship between Product and Customer Service

  • Own CX assets, including customer journey maps and personas

  • Execute customer research projects, with support from our agency partners

  • Collaborate with Product Managers and Designers on problem and solution discovery

Key skills and experience

  • Outstanding communicator who can translate user data into compelling customer narratives

  • Ability to perform customer interviews, surveys, contextual enquiries and user testing

  • Comfortable analysing customer data using tools such as Google Analytics, Tableau and Adobe Experience Cloud

  • Proven track record of delivering customer insights from both quantitative and qualitative sources

  • Experience working with online marketplaces or consumer-facing SAAS products a plus

What we offer:

  • Meaningful work with diverse, international, highly skilled and passionate teams which give you the chance to make a difference in our customers’ lives.

  • International career opportunities throughout eCG.

  • Competitive compensation, conference & education budget. We value your personal and professional development.

  • A healthy work-life balance, i.e. part-time work, an additional paid parental leave time, flexible working hours including working from home options.

  • A great atmosphere, open-minded company culture with several social team activities (online and offline).

We love building opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do every single day. We want to ensure that as an employee, no matter who you are, you feel Gumtree Australia is a place where you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about us click here: https://jobs.ebayclassifiedsgroup.com/gumtree

Covid-19

People are the heart of Gumtree and their health and well-being are our first priority.

We continue to monitor local government guidance and partner closely with medical advisors to determine the safest and best next steps for everyone. As a result, most teams are working remotely, with a few teams able to collaborate in person with enhanced safety procedures. We will discuss the particular case for your region during the interview process. As a general rule, interviews will be completed remotely over video calls.

Gumtree Australia is a part of the eBay Classifieds Group

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info