**Experienced Voice of the Customer Manager – Australia and New Zealand**

At arenaflex, our mission is to empower local economies by revolutionizing the way we serve merchants, customers, and delivery partners. The Strategy & Operations team plays a vital role in shaping our customer strategy, and in Australia and New Zealand, we're elevating our customer strategy to ensure we listen, respond to, and innovate based on the voices of our customers, delivery partners, and merchants. We're working to unify customer communications and insight streams into a single strategic function to drive meaningful change. **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. This is a hybrid with 3 days in-office and 2 days remote. **Key Responsibilities:** - Design and implement a unified Voice of the Customer strategy across inbound (Support, Help) and outbound (Marketing) channels. - Develop a single source of truth for customer insights reporting, aligning data to customer lifecycle and business impact. - Work with Support, S&O, and vertical leads to transform feedback into actionable outcomes and improvement projects. - Define and report on metrics that link feedback to operational, retention, and customer experience outcomes. - Establish a clear comms strategy and feedback loop that closes the gap between insights and decision-making. - Ensure that inbound insights inform outbound communication and vice versa, enhancing our holistic customer strategy. **Essential Qualifications:** - 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments. - Experienced with qualitative and quantitative data analysis, and skilled in turning insight into business outcomes. - A cross-functional collaborator who can influence teams across Support, Product, Marketing, and Ops. - Comfortable building and owning programs end-to-end with limited precedent. - Motivated by impact, love problem-solving, and thrive in a growth-focused culture. **Preferred Qualifications:** - Proven track record of driving customer-centric initiatives and measuring their impact. - Experience with customer journey mapping, customer segmentation, and customer persona development. - Strong analytical and problem-solving skills, with the ability to communicate complex ideas to non-technical stakeholders. - Experience working with data visualization tools and creating compelling stories with data. - Strong collaboration and influencing skills, with the ability to build and maintain relationships across multiple teams. **Skills and Competencies:** - Strong analytical and problem-solving skills, with the ability to communicate complex ideas to non-technical stakeholders. - Excellent communication and interpersonal skills, with the ability to build and maintain relationships across multiple teams. - Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines. - Experience with customer journey mapping, customer segmentation, and customer persona development. - Strong data analysis and visualization skills, with the ability to create compelling stories with data. **Career Growth Opportunities and Learning Benefits:** - arenaflex is a rapidly growing company, and this role offers a unique opportunity to make a significant impact on our customer strategy and experience. - We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks. - Our team members have the opportunity to share their unique perspectives, solve new challenges, and own their careers. - We're committed to growing and empowering a more inclusive community within our company, industry, and cities. **Work Environment and Company Culture Highlights:** - arenaflex is a hybrid company, with 3 days in-office and 2 days remote. - Our team members have the opportunity to work with a diverse group of people from all backgrounds, experiences, and perspectives. - We're committed to creating a culture that values empathy, inclusivity, and respect. - Our team members have access to comprehensive benefits and perks, including health insurance, retirement plans, and paid time off. **Compensation, Perks, and Benefits:** - arenaflex offers a competitive salary and benefits package, including health insurance, retirement plans, and paid time off. - Our team members have access to comprehensive benefits and perks, including flexible work arrangements, professional development opportunities, and employee recognition programs. - We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks. **Conclusion:** If you're a strategic and insights-driven professional with a passion for customer experience, we encourage you to apply for this exciting opportunity. As a Voice of the Customer Manager at arenaflex, you'll have the chance to make a significant impact on our customer strategy and experience. Join our team and be part of a rapidly growing company that's committed to empowering local economies and creating a more inclusive community. Apply for this job