**Experienced Voice of the Customer Manager – Driving Customer Insights and Strategic Growth in Australia and New Zealand at blithequark**

Are you a customer-centric leader with a passion for driving business growth through data-driven insights? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join blithequark's Strategy & Operations team as our Voice of the Customer Manager for Australia and New Zealand. In this critical role, you will be responsible for shaping our customer strategy, unifying customer insights, and driving actionable outcomes across business verticals. **About the Team** At blithequark, our mission is to empower local economies by providing innovative solutions that meet the evolving needs of our customers, delivery partners, and merchants. Our Strategy & Operations team plays a vital role in shaping our business strategy, and we're looking for a talented Voice of the Customer Manager to join our team in Australia and New Zealand. As a hybrid role with 3 days in-office and 2 days remote, you will have the flexibility to work from our office in [location] or from the comfort of your own home. **About the Role** We're seeking a strategic and insights-driven Voice of the Customer 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. **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. **We're Excited About You Because:** * You have 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments. * You're experienced with qualitative and quantitative data analysis, and skilled in turning insight into business outcomes. * You're a cross-functional collaborator who can influence teams across Support, Product, Marketing, and Ops. * You're comfortable building and owning programs end-to-end with limited precedent. * You're motivated by impact, love problem-solving, and thrive in a growth-focused culture. **What We Offer:** * A dynamic and fast-paced work environment with opportunities to grow and develop your skills. * A competitive salary and benefits package, including comprehensive health insurance, retirement savings plan, and paid time off. * A collaborative and inclusive team culture that values diversity, equity, and inclusion. * Opportunities to work on high-impact projects that drive business growth and customer satisfaction. * A flexible work arrangement with 3 days in-office and 2 days remote. **About blithequark** At blithequark, our mission is to empower local economies by providing innovative solutions that meet the evolving needs of our customers, delivery partners, and merchants. We're a technology and logistics company that started with door-to-door delivery, and we're looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks. **Our Commitment to Diversity and Inclusion** We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. **How to Apply** If you're a motivated and customer-centric leader who is passionate about driving business growth through data-driven insights, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience, skills, and achievements. We can't wait to hear from you! **Contact Information:** For more information about this role or to apply, please visit our website at [insert website URL]. You can also contact our recruitment team at [insert email address] or [insert phone number]. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. **Accommodations** If you need any accommodations, please inform your recruiting contact upon initial connection. **Job Type:** Full-time **Location:** Australia and New Zealand (hybrid role with 3 days in-office and 2 days remote) **Job Category:** Customer Experience, Strategy, Operations **Experience:** 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments. **Education:** Bachelor's degree in Business, Marketing, or related field. **Skills:** * Customer insights and experience strategy * Data analysis and reporting * Cross-functional collaboration and influence * Program development and ownership * Problem-solving and impact-driven mindset **Work Environment:** Dynamic and fast-paced work environment with opportunities to grow and develop your skills. **Benefits:** * Competitive salary and benefits package * Comprehensive health insurance * Retirement savings plan * Paid time off * Flexible work arrangement with 3 days in-office and 2 days remote **Company Culture:** Collaborative and inclusive team culture that values diversity, equity, and inclusion. **Job Description:** This is a critical role that blends customer experience, operational strategy, and stakeholder collaboration to enhance marketplace efficiency and satisfaction. **Key Performance Indicators:** * Design and implement a unified Voice of the Customer strategy across inbound and outbound 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. **How to Apply:** Please submit your resume and a cover letter that outlines your experience, skills, and achievements. We can't wait to hear from you! **Contact Information:** For more information about this role or to apply, please visit our website at [insert website URL]. You can also contact our recruitment team at [insert email address] or [insert phone number]. Apply for this job