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 team-oriented 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 .
#J-18808-Ljbffr
📌 Head of Customer Experience
🏢 Sharp & Carter
📍 Sydney