Head of Customer Experience - Lead National Impact in Sydney

A highly respected national organisation dedicated to strengthening leadership and governance is seeking a dynamic and results-driven Head of Customer Experience to join their Sydney-based team. Reporting to the General Manager, Sales, Marketing and Engagement, this pivotal role will lead a team of five direct reports. It's a fantastic opportunity for a commercial and results-focused leader to drive strategic objectives for customer acquisition, maintenance, and retention by ensuring an outstanding customer journey.
This role requires a highly collaborative, high-performing leader who leads by example, with the ability to coach, mentor, and bring people on the journey.
Key Responsibilities:

• Strategic CX Leadership: Develop, in conjunction with relevant Team Leaders, the strategic and operational customer engagement plans that set clear objectives to attract, acquire, maintain, and retain customers across their entire lifecycle.
• Customer Journey & NPS Improvement: Provide relevant insights to the Acquisition, Relationship, and Retention teams using market intelligence and trends, continually seeking to improve the overall customer experience and Net Promoter Score (NPS). This includes improving the end-to-end customer experience across all touchpoints.
• Enterprise Matrix Navigation: Collaborate extensively with State Managers, Marketing, Client Services, Events, and Service Delivery to ensure seamless implementation of the customer engagement program. This requires strong navigation skills within a complex enterprise matrix organisation.
• Omni-channel Engagement: Engage and collaborate with marketing to understand and prioritise omni-channel marketing drives, initiatives, and collateral to create interest and demand, ensuring a consistent and positive customer experience across all channels.
• Commercial Performance & Budget Oversight: Oversee budgets to deliver on growth and retention targets and objectives, ensuring efficient resource allocation and demonstrating a proven track record of hitting both acquisition and retention targets.
• Issue Resolution & Project Leadership: Manage the escalation of complex acquisition, relationship, and retention issues by analysing and sourcing unique solutions, and lead specific projects that promote customer engagement, growth, and retention.
• Stakeholder Relationships: Maintain strong relationships internally and externally 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 their performance, capability, and development. This includes operating as a highly collaborative leader with the ability to coach and mentor and bring people on the journey.
• Support employees in performance development, including completing annual performance appraisals, to help them achieve their career goals.
• Manage performance in accordance with organisational policies and procedures, ensuring clear documentation of actions taken.
• Oversee regular reviews of systems/processes to implement continuous improvements in customer experience delivery.

Organisational Contribution:

• Contribute to the development of the departmental operational plan, suggesting ideas that create solutions for the team and, in turn, the organisation.
• Undertake or contribute to specific National and State projects or initiatives that support the organisation's strategic plan as required.
• Proactively contribute feedback and ideas for continuous improvement and to achieve OKRs, budgets, and strategic goals.

The Ideal Candidate Will Possess:

• A Bachelor’s degree in Marketing, Business, or a similar field (highly desirable).
• Extensive CX leadership experience, including proven success running large customer-facing teams within call centre and broader customer experience environments.
• Demonstrated ability to thrive and drive change within a complex enterprise matrix organisation.
• A strong track record of designing, developing, and implementing successful end-to-end omni-channel customer contact journeys, with measurable improvements in overall customer experience and NPS.
• Proven extended experience managing large customer-facing teams in a fast-paced sales, engagement, and marketing environment at a senior leadership level.
• A commercial and results-focused mindset with a proven track record of consistently hitting both acquisition and retention targets.
• Exceptional written and verbal communication, presentation, and influencing skills to engage effectively with diverse internal and external stakeholders, including executives and directors.
• Strong relationship-building, positive stakeholder engagement, and adept problem-solving skills.
• Excellent project management skills with the ability to deliver multiple projects concurrently.
• Demonstrated experience in analytics and reporting that drives improvements.
• The ability to effectively and positively manage complex situations.
• Experience working within online mediums, including web-chat and social media, to build customer connections.
• Demonstrates a high level of personal integrity, a strong work ethic, and the ability to work independently to achieve goals.

This is an exciting opportunity for a dynamic, high-performing leader to make a significant impact within a respected national organisation.

To express interest in this opportunity, please apply online or email Peter Brooks at pbrooks@sharpandcarter.com.au