Head of CX, Digital Transformion and Customer Engagement

3 weeks ago

Sydney, New South Wales, Australia at Full time
Overview

Head of CX, Digital Transformation and Customer Engagement for a leading B2C services brand. This role focuses on driving acquisition, retention, engagement and reducing churn by delivering world-class CX and customer engagement experiences.

Responsibilities
  • Develop and execute the entire CX and customer engagement strategy in collaboration with key stakeholders across the organization (e.g., marketing, finance, sales and operations).
  • Lead strategy and execution across omni-channel marketing channels, improve NPS, and drive digital transformation through a best-in-class CX, including contact centres.
  • Oversee budgets to achieve growth and retention targets and objectives.
  • Lead, develop and coach team members to enhance capability and performance.
Qualifications
  • Proven track record in a similar senior leadership role with experience in large matrix organisations within banking, finance, insurance, telco or other large B2C brands.
  • Strong commercial acumen with a record of growth.
  • Bachelor's degree in marketing, business or related field is highly desirable.
  • Proven experience running large teams.
  • Experience in omni-channel customer experience, NPS and overall CX improvement.
  • Ability to build effective relationships, engage stakeholders, and apply problem-solving skills to resolve challenges.
  • Experience working with online channels (web-chat and social media) to build customer connections.
  • Positive, proactive, collaborative, curious and motivated mindset.
Benefits
  • Great work flexibility and culture — collaborative, high performing and positive.
  • Salary: $280,000 Inc Super.
  • Career-defining role with potential for lasting impact.
  • Sydney CBD location with excellent work-from-home options.
  • Lead a team of positive and ambitious professionals.
How to Apply

To apply, please click on the appropriate link provided by the recruiter. This helps manage applications for this and future roles. Thanks.


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