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Join arenaflex as Our Voice of the Customer Manager – ANZ
Are you passionate about transforming customer feedback into actionable business strategies? Do you thrive in dynamic environments where your insights can drive meaningful change across an entire organization? If so, arenaflex invites you to join our growing team as a Voice of the Customer (VoC) Manager for Australia and New Zealand.
At arenaflex, we believe that listening to our customers, delivery partners, and merchants is the cornerstone of building exceptional user experiences. We're on a mission to empower local economies across ANZ, and we need a strategic thinker like you to help us listen, respond, and innovate based on the voices of those we serve. This is a unique opportunity to shape the future of customer experience in one of the most exciting and rapidly evolving markets in the world.
About the Team
At arenaflex, our Strategy & Operations team plays a vital role in shaping how we serve merchants, customers, and delivery partners across Australia and New Zealand. We're elevating our customer strategy to ensure we not only listen to feedback but act on it to drive meaningful change throughout the organization.
We're working to unify customer communications and insight streams into a single strategic function. This transformation will enable us to synthesize inbound and outbound customer communications, unify insights across support and marketing, and ultimately drive actionable outcomes that enhance marketplace efficiency and customer satisfaction. As part of this exciting evolution, we're building a Voice of the Customer function that will serve as the bridge between customer voices and business decisions.
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 of Strategy & Operations, this role will be instrumental in transforming how arenaflex understands and responds to customer needs.
This critical position blends customer experience, operational strategy, and stakeholder collaboration to enhance marketplace efficiency and satisfaction. You'll be responsible for designing and implementing a comprehensive VoC strategy that touches every corner of our business – from customer support to marketing communications, from product development to operational improvements.
This is a hybrid position requiring 3 days in-office and 2 days remote, giving you the flexibility to balance collaboration with focused work. You'll be based in our ANZ offices, working closely with cross-functional teams across the region and collaborating with global stakeholders.
What Excites Us About This Opportunity
You're excited about this opportunity because you will:
- Design and implement a unified Voice of the Customer strategy across inbound (Support, Help) and outbound (Marketing) channels, creating a seamless feedback ecosystem
- Develop a single source of truth for customer insights reporting, aligning data to customer lifecycle stages and business impact metrics
- Collaborate with Support, Strategy & Operations, and vertical leads to transform feedback into actionable outcomes and improvement projects that directly impact customer satisfaction
- Define and report on metrics that link feedback to operational efficiency, customer retention, and overall customer experience outcomes
- Establish a clear communications strategy and feedback loop that closes the gap between insights generation and decision-making across the organization
- Ensure bidirectional insight flow – inbound insights inform outbound communication and vice versa, enhancing our holistic customer strategy
- Lead cultural transformation by positioning customer voice as a central pillar of business strategy across ANZ
What We're Looking For
Essential Qualifications
- 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments
- Proven expertise in qualitative and quantitative data analysis, with demonstrated ability to turn insights into measurable business outcomes
- Strong cross-functional collaboration skills – you can influence and work effectively with teams across Support, Product, Marketing, and Operations
- Experience building and owning programs end-to-end with limited precedent, demonstrating initiative and entrepreneurial spirit
- Motivated by impact – you love problem-solving and thrive in a growth-focused culture where you can see the results of your work
- Strategic mindset with the ability to see the big picture while executing on detailed initiatives
- Excellent communication skills – you can translate complex data into compelling narratives for diverse audiences
Preferred Qualifications
- Experience in the delivery, logistics, or marketplace industry
- Background in both B2B and B2C customer experience programs
- Experience working in regional or multi-market roles
- Knowledge of customer feedback platforms and VoC technology stack
- Familiarity with agile methodologies and iterative program development
- Understanding of the ANZ market dynamics and consumer behavior
Skills & Competencies for Success
To excel in this role at arenaflex, you'll need to bring a unique combination of skills and competencies:
- Analytical Excellence – You should be comfortable working with large datasets, conducting statistical analysis, and deriving actionable insights from complex information
- Strategic Thinking – The ability to connect customer feedback to broader business objectives and develop long-term strategies
- Stakeholder Management – Experience working with multiple departments and influencing without authority
- Program Management – Strong organizational skills to manage multiple workstreams simultaneously
- Presentation & Storytelling – Ability to present findings and recommendations to senior leadership with confidence and clarity
- Adaptive Leadership – Comfortable navigating ambiguity and driving results in a fast-paced, evolving environment
- Customer Empathy – A genuine passion for understanding customer needs and advocating for their interests
Career Growth & Learning Opportunities
At arenaflex, we believe in investing in our people and supporting their career development. As our Voice of the Customer Manager for ANZ, you'll have access to numerous opportunities for growth and advancement:
- Leadership Development – Work directly with the APAC Director of Strategy & Operations, gaining invaluable exposure to senior leadership and strategic decision-making
- Cross-Functional Exposure – Collaborate with teams across Product, Marketing, Operations, and Technology, expanding your professional network and skill set
- Industry Expertise – Gain deep knowledge of the ANZ delivery and logistics market, a rapidly growing sector with significant career potential
- Strategic Impact – Build and own a critical function from the ground up, developing expertise in VoC program design and implementation
- Global Mobility – As part of a globally expanding company, you'll have opportunities to take on expanded regional or global roles in the future
- Continuous Learning – Access to internal training programs, workshops, and resources to develop your skills in analytics, leadership, and customer experience
Work Environment & Company Culture
arenaflex is more than just a workplace – we're a team of passionate individuals working together to transform local commerce. Here's what you can expect when you join us:
- Innovative Culture – We encourage experimentation, calculated risk-taking, and learning from both successes and failures
- Collaborative Environment – Cross-functional teamwork is at the heart of everything we do. You'll work alongside talented professionals who are committed to achieving shared goals
- Flexibility & Balance – Our hybrid work model (3 days in-office, 2 days remote) allows you to balance professional and personal priorities while maintaining meaningful in-person connections
- Inclusive Community – We're committed to building a diverse and inclusive workplace where every voice matters and everyone has room to grow
- Impact-Driven Work – Every team member contributes directly to our mission of empowering local economies and making a tangible difference in communities across ANZ
- Dynamic Environment – No two days are the same. You'll tackle new challenges, solve complex problems, and see the results of your work in real-time
Compensation & Benefits
At arenaflex, we recognize that our people are our greatest asset. We offer competitive compensation packages designed to attract, retain, and reward top talent. Our comprehensive benefits package includes:
- Competitive Salary – Industry-leading compensation commensurate with experience and skills
- Equity Participation – Stock options that allow you to share in arenaflex's growth and success
- Health & Wellness – Comprehensive health insurance coverage for you and your family
- Paid Time Off – Generous vacation policy allowing you to recharge and maintain work-life balance
- Parental Leave – Supportive parental leave policies for growing families
- Professional Development – Learning and development budget to support your career growth
- Employee Discounts – Access to exclusive perks and discounts on arenaflex services
- Wellness Programs – Resources and programs supporting your physical and mental well-being
Join Our Mission
At arenaflex, we're transforming how people think about local commerce. We started with door-to-door delivery and have grown into a company that people turn to for any and all goods. Our mission to empower local economies shapes everything we do – from the decisions we make to the team members we hire.
We're growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting our employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.
Our commitment to diversity and inclusion means 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. If you need any accommodations during the application process, please let your recruiting contact know – we're happy to make adjustments to ensure you have the best experience possible.
Ready to Make an Impact?
If you're ready to take the next step in your career and make a meaningful impact in the customer experience space, we want to hear from you. Apply today and join our team of passionate individuals who are working together to transform local commerce across Australia and New Zealand.
This is your opportunity to shape how arenaflex listens to and acts on customer feedback. You'll be at the forefront of building a function that will influence strategy across the entire ANZ region. We can't wait to see what you'll bring to the table.
Apply now and help us build the future of customer experience at arenaflex!