**Job Title:** General Manager Customer Experience
The Company
Six Degrees Executive is seeking a visionary leader to join our client, a globally renowned leader in premium appliances. With a proud heritage of innovation and design excellence, our client is committed to redefining home living for customers across Australia and virtually every market globally.
You will report directly to a visionary COO and play a pivotal role in shaping the future of customer experience and field service technical operations for one of the industry's most respected brands.
The Role
This influential General Manager Customer Experience position leads a large national team of field service technicians, regional service managers, and state-based workshops, driving operational excellence and aligning global customer experience strategy with commercial outcomes.
* Key Responsibilities:
* Set new benchmarks for service delivery
* Champion operational improvements
* Spearhead initiatives to enhance customer satisfaction and engagement
* Build channel diversification
* Explore differentiated offerings for various customer segments
* Improve consistency across key metrics such as NPS, reservice rates, field technician efficiency, and first-time fix rates
The Person
We are seeking a dynamic, values-driven leader with high EQ, proven experience in large-scale field service operations, and a strong technical or engineering background.
* Requirements:
* Proven ability to build high-performance teams in a Tier 1 brand
* High EQ and self-awareness, inclusive leader who can engage up, down & across in a global matrix
* Growth mindset & strong critical thinking skills (use of data, analytical, linking insights to outcomes)
* Clear values-based leader who sets standards and creates followership
* Can join the dots in a complex business that's always innovating
* Polished, corporate presence and runway to continue progressing
If you are an adaptable, strategic thinker with polished communication skills and a track record of leading teams from good to great, we invite you to take the next step in your career with the best brand, best culture and leadership team in the sector.