The Company
Join a globally renowned leader in premium appliances, as General Manager Customer Experience. 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. As part of our senior leadership team, you'll 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 Company
Join a globally renowned leader in premium appliances, as General Manager Customer Experience. 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. As part of our senior leadership team, you'll 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. With full P&L responsibility, you will set new benchmarks for service delivery, champion operational improvements, and spearhead initiatives to enhance customer satisfaction and engagement. Your remit will include building channel diversification, exploring differentiated offerings for various customer segments, and improving 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. You'll bring a commercial mindset, financial acumen, and a passion for business improvement. The ideal candidate will be tertiary qualified, data-savvy, and adept at linking insights to strategic outcomes. You will inspire and develop future leaders, foster a high-performance culture, and collaborate cross-functionally within a matrix environment. You will ideally be degree qualified, preferably MBA or Bachelor in Commerce, Business or Engineering and bring fresh thinking & innovation to the service and aftermarket repairs function and come from a leading brand renowned for service delivery and demonstrate how you've transformedthe function - strong preference will be given to up and coming leaders passionate about redefining the service and customer experience function, particularly in essential categories such as premium home appliances, HVAC, lifts and elevators, entrance systems & access control or any other mechanical-electrical system that's essential for a customer.
Essential
- Proven ability to build high performance teams in a Tier 1 brand (top 1-2)
- High EQ and self-awareness, inclusive leader who can engage up, down & across in a global matrix
- Growth mindset & strong criticalthinking skills (use of data, analytical, linking insights to outcomes)
- Clear values based leader who sets standards the behavioural standards and creates followship
- 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.
If you feel closely aligned to the brief above or want to learn more, please APPLY NOW or contact either Ben Maurer or Alan Claire via LinkedIn for a confidential conversation. Six Degrees are the retained partner on this search and any direct applicants will be referred to us for assessment. Only Australian citizens or PR holders with local experience will be considered, the role is Sydney based.
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Management
* Industries
Manufacturing
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