1 month ago Be among the first 25 applicants Direct message the job poster from Kokoda Property Group Experienced and commercially focussed HR professional Join Kokoda Property as our first General Manager Customer Service, and play a defining role in shaping a world-class, relationship-led customer experience across our luxury residential developments. This is a rare opportunity to lead from the front, craft strategy from the ground up, and bring our brand promise to life at every customer touchpoint. This is You You’re a charismatic, confident and values-led leader with a passion for people and delivering exceptional service. You thrive in high-touch, customer-facing environments and instinctively treat every customer like a VIP because to you, they are. You’re as comfortable designing customer experience strategy as you are rolling up your sleeves to resolve an issue or coach our team. You understand what luxury means – the feeling, the detail, the trust – and have a track record of delivering it consistently. You’re collaborative, proactive and energised by working across the business to drive advocacy, retention and referrals. You bring systems thinking, emotional intelligence and commercial awareness to every decision you make. This is Kokoda At Kokoda Property, we offer inspiring workplaces, rewarding careers and the opportunity to truly make a difference. We don't do the "norm"; we were built on going against the odds and saying yes, when others say no. We pride ourselves on delivering superior quality and exceptional customer service, making Kokoda a leader within the industry. We seek out exceptional people who come to work every day to make a difference, whether large or small, in the lives of those who work here and to the people who live in the places we build, and they call home. The company currently has projects under management of $2.5 Billion across 2 states and has received 25 industry awards for market leading property developments. For Kokoda, it's just as important that you fit within our culture, our values and our ambitions, as it is that you bring the skills and experience to truly make a difference in the work you do. To be successful you need to be enthusiastic about going the extra mile, testing yourself and seeing what is possible. About the Opportunity As General Manager Customer Service, you will: Design and implement Kokoda’s end-to-end customer service strategy Define service standards, tone of voice and escalation protocols aligned to our luxury brand Personally lead key customer interactions to build trust, loyalty and advocacy Cultivate a proactive, relationship-first service culture across all customer touchpoints Leverage insights, data and feedback to drive continuous improvement and issue resolution Champion CRM and digital tools that enhance responsiveness and personalisation Build, mentor and lead a high-performing culture that embodies Kokoda’s values Partner closely with Sales, Marketing, Development and the Brand Experience Manager About You To thrive in this role, you’ll bring with you: 10 years’ leadership experience in customer service, client experience or hospitality Deep understanding of luxury service, loyalty and customer journey design A hands-on, people-focused approach and a drive to exceed expectations Proven success in improving satisfaction, retention and client relationships Strong CRM systems knowledge and the ability to derive actionable insights Excellent communication and presentation skills High attention to detail, accountability and personal presentation A genuine passion for delivering on a premium brand promise On Offer We are offering the opportunity to shape and lead a flagship function within a bold, entrepreneurial business. You’ll be part of a values-led leadership team, working from our architect-designed Cremorne office that inspires innovation and collaboration. If this sounds like the opportunity you’ve been waiting for, tell us in your cover letter why you’re the person to help Kokoda redefine customer service in the property industry. To learn more about who we are, watch The Path Less Travelled video and visit our website: Seniority level Seniority level Director Employment type Employment type Full-time Job function Job function Customer Service Industries Airlines and Aviation and Hospitality Referrals increase your chances of interviewing at Kokoda Property Group by 2x Get notified about new General Manager Customer Service jobs in Melbourne, Victoria, Australia. 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