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

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