Overview
Customer Relations Manager Jobs in Melbourne, Victoria, Australia at Durst Oceania
Title: Customer Relations Manager
Company: Durst Oceania
Location: Melbourne, Victoria, Australia
Company Description
Durst Oceania specializes in advanced digital printing technology, serving customers across Australia and New Zealand. Focused on providing innovative and high-quality solutions, the company delivers cutting-edge technology from pixel to output. Durst Oceania is known for delivering exceptional service and supporting businesses with their digital printing needs. The company is committed to driving industry advancements while addressing the unique requirements of its clients.
Role Description
This is a full-time role based in Melbourne, VIC, with flexibility for some remote work. The Customer Relations Manager will be responsible for managing client relationships, ensuring customer satisfaction, and addressing inquiries. The role involves maintaining regular communication with clients, providing post-sales support, identifying improvement opportunities, and collaborating with internal teams to drive customer success. The candidate will also contribute to customer retention initiatives and develop strategies to enhance service delivery.
Key Responsibilities
Aftersales Strategy
• Develop and implement the aftersales and service strategy
• Expand the service business as a key revenue and profitability driver
• Identify and develop new service offerings, maintenance models, and service contracts
• Analyze market trends, customer needs, and service potential
Customer Relationship Management
• Build and maintain long-term customer relationships
• Ensure a high level of customer satisfaction and service quality
• Manage customer escalations and critical service situations
• Conduct regular service and business review meetings with key customers
Operational Service Management
• Manage and continuously improve the service organization
• Ensure efficient service processes (installation, maintenance, repair, and remote support)
• Optimize service levels, response times, and resolution times
• Introduce and develop digital service and support solutions
Revenue and Profit Responsibility (P&L)
• Full responsibility for revenue, costs, and profitability of the aftersales business
• Plan and manage the service budget
• Responsible for revenue streams including:
o Service operations
o Maintenance and service contracts
o Service projects
• Monitor profitability of service offerings
• Define and implement measures to increase margins and operational efficiency
Process and Quality Management
• Define and implement service processes and performance KPIs – in alignment with CCS
• Analyze service performance and initiate improvement measures
• Continuously improve service quality
• Utilize CRM and Durst Service Portal / Analytics to manage customer interactions and service activities
Leadership and Cross-Functional Collaboration
• Lead and develop service and aftersales teams
• Collaborate closely with:
o Durst Oceania Sales
o Durst HQ Customer Service and others
o Durst Oceania Operations
o Logistics / Spare parts management
• Support the sales organization with service and aftersales offerings
Areas of Accountability
• Overall responsibility for Customer Service and Aftersales
• P&L responsibility for the service business (If applicable)
• Customer satisfaction and customer retention
• Service quality and operational efficiency
• Revenue growth in service.
• Continuous development of the service organization
• Building sustainable and long-term customer partnerships
Typical KPIs
• Service revenue
• Service margin
• Spare parts revenue
• Share of service revenue within total company revenue
• Customer satisfaction (NPS)
• First-Time-Fix Rate
• Service response time and resolution time
• Service contract attachment rate
