Overview Head of Customer Experience - Lead National Impact in Sydney. A dynamic, results-driven leader to join a national organisation focused on leadership and governance. Reports to the General Manager, Sales, Marketing and Engagement, with five direct reports. This is a commercial, outcomes-focused role to drive customer acquisition, maintenance and retention by delivering an outstanding customer journey. This role requires a highly collaborative, high-performing leader who coaches, mentors and brings people on the journey. Key Responsibilities Strategic CX Leadership: Develop, with relevant Team Leaders, the strategic and operational customer engagement plans that attract, acquire, retain customers across their lifecycle. Customer Journey & NPS Improvement: Provide insights to Acquisition, Relationship and Retention teams using market intelligence and trends; continually improve the end-to-end customer experience and Net Promoter Score (NPS). Enterprise Matrix Navigation: Collaborate with State Managers, Marketing, Client Services, Events and Service Delivery to implement the customer engagement program within a complex enterprise matrix organisation. Omni-channel Engagement: Work with marketing to prioritise omni-channel drives, initiatives and collateral to create interest and ensure a consistent customer experience across all channels. Commercial Performance & Budget Oversight: Oversee budgets to deliver growth and retention targets, with a proven track record of hitting acquisition and retention targets. Issue Resolution & Project Leadership: Escalate and resolve complex issues related to acquisition, relationships and retention; lead projects that promote engagement, growth and retention. Stakeholder Relationships: Maintain strong internal and external relationships to optimise customer outcomes. Team Leadership & Development Plan, control and execute budgets where applicable, leveraging knowledge, skills and resources. Lead, develop, motivate and coach employees to enhance performance, capability and development; demonstrate collaborative leadership with coaching and mentorship. Support employees with performance development, including annual appraisals, to help achieve career goals. Manage performance in line with organisational policies and procedures, with clear documentation of actions taken. Oversee regular reviews of systems and processes to continuously improve customer experience delivery. Organisational Contribution Contribute to the departmental operational plan and propose ideas that create solutions for the team and organisation. Undertake or contribute to National and State projects aligned with the organisation’s strategic plan. Provide feedback and ideas for continuous improvement to achieve OKRs, budgets and strategic goals. The Ideal Candidate Will Possess Bachelor’s degree in Marketing, Business or a related field (highly desirable). Extensive CX leadership experience, including leading large customer-facing teams in call centres and broader CX environments. Ability to thrive and drive change within a complex enterprise matrix organisation. Track record designing, developing and implementing end-to-end omni-channel customer journeys with measurable improvements in CX and NPS. Proven experience managing large customer-facing teams in fast-paced sales, engagement and marketing environments at senior level. Commercial and results-focused mindset with proven success in acquisition and retention targets. Exceptional written and verbal communication, presentation and influencing skills with diverse stakeholders, including executives and directors. Strong relationship-building, stakeholder engagement and problem-solving skills. Excellent project management skills with ability to deliver multiple projects concurrently. Experience in analytics and reporting that drives improvements. Ability to manage complex situations effectively. Experience with online channels, including web chat and social media, to build customer connections. High integrity, strong work ethic and ability to work independently to achieve goals. Application To express interest in this opportunity, please apply online or email Peter Brooks at pbrooks@sharpandcarter.com.au. J-18808-Ljbffr