General Manager Customer Advocacy

2 weeks ago

Brisbane, Queensland, Australia Tabcorp Full time

As Australia's leading racing and sports entertainment company, Tabcorp is committed to 'Raising the Game' and leading the category in customer care and safety. Driven by an unwavering dedication to delivering exceptional service, we live and breathe our values of 'Spark Change,' 'Play Fair,' and 'Raise the Roof' in everything we do and maintain a customer obsession like no one else.

About the Opportunity

In this newly created role reporting to the Chief Customer Officer, you will design and execute our Customer Care strategy, policies and frameworks. By further embedding a culture of customer safety, you will ensure we continue to set the benchmark for customer care, harm minimisation and responsible gambling for our industry.

What You'll Do

Be the Customer Advocate for Tabcorp ensuring we have a clear customer harm minimisation strategy, policies, frameworks, principles, plans and adherence relating to Customer Care Define the strategy and ensure delivery of the Customer Care and Player Safety policies and initiatives across the organisation Provide thought leadership in harm minimisation approaches and advise the Executive Leadership Team and Board on emerging trends and opportunities Ensure a Player Safety mindset is effectively embedded in the organisational culture Drive and deliver a comprehensive automated customer management plan and proactive intervention strategy Provide input to Board and Executive reporting, as well as develop the right measures and management of these Chair relevant forums and act as the Customer Advocate aligned to agreed frameworks and policy. Work in tight partnership with Regulatory and other Business unit areas to effectively deliver desired outcomes

About You

Your significant experience leading and successfully delivering Customer Advocacy and/or Customer Safety strategy and programs will set you up for success in this role.

Additionally you will have:

Demonstrated track record in effectively balancing commercial, customer and regulatory requirements and creating decision frameworks to support A strong understanding of risk, compliance and regulatory environments in the Australian context A customer-centric mindset, and an understanding of how AI and automation can proactively identify customer patterns and reduce risk Experience successfully challenging and influencing at all levels of the organisation including peers, Executive and Board.

What you'll get

The flexibility of our fully enabled hybrid working model with two team "anchor days". A variety of leave types including cultural leave, volunteer leave, flexi leave and 18 weeks' parental leave for all new parents. Organised motivational, educational, and informative speakers and sessions. Access to a comprehensive health and wellbeing app and our Employee Assistance Program (EAP). A dedicated learning platform with cutting edge modules designed to help you consistently upskill and perform at your peak. About Us

Tabcorp is Australia's leading gambling entertainment company. Our 3000+ team is as diverse as Australia itself. Our people drive the iconic, homegrown, world-class brands TAB, Sky Racing and MAX. As an ASX-listed company, we're proud to shape our industry for the better. To find out more about us and what we offer, visit our website.

We're committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance to participate in our application process, please contact .

Tabcorp is a 'Circle Back Initiative' employer – we commit to respond to every applicant.

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