Customer Programs Manager

2 weeks ago

Melbourne, Victoria, Australia The Greater Metropolitan Cemeteries Trust Full time
Overview

Join to apply for the Customer Programs Manager role at The Greater Metropolitan Cemeteries Trust.

The Customer Experience Manager is required to have extensive program management experience complemented by excellent judgment, sensitivity and accountability. Demonstrated experience leading customer experience programs with advanced program governance skills is a core requirement of the role. Strong project management, stakeholder engagement, influencing/negotiating, and communication skills are essential.

Location and terms: Full time, Permanent role. Location: Fawkner/Hybrid. One Personal Time Off (PTO) per month.

Responsibilities
  • Translate the customer experience improvement recommendations and priorities into detailed project requirements.
  • Contribute to customer-centric processes and ensure customer feedback informs project pipeline planning.
  • Coordinate project scoping approved by the CCO, evaluate interdependencies, and optimise resource utilization.
  • Establish and maintain scope management, quality standards, and risk assessment throughout the project lifecycle.
  • Drive execution of processes, change management requirements, and roadmap development.
  • Develop, implement, and maintain production timelines across multiple departments in collaboration with Project Leads.
  • Develop and maintain partnerships with third-party resources, including vendors and researchers.
  • Allocate and monitor resources with the General Manager – Insights, Engagement & Innovation to maximise deliverables.
  • Report project outcomes and risks to appropriate management channels and escalate issues as needed.
Qualifications and requirements
  • 5+ years of senior project lead experience, including leading a Project Governance Function (e.g., Project Control Group).
  • 5+ years of project management experience across varying scopes, scales and complexities.
  • Strong attention to detail and ability to meet deadlines.
  • Budget management experience.
  • Proven success working with all levels of management.
  • Strong written and verbal communication skills.
About us

GMCT is a not-for-profit, purpose-driven organisation. We are an Equal Opportunity Employer and encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander people, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs.

We offer a comprehensive induction program, training and development opportunities, free onsite car parking, and a collaborative team culture that values integrity, compassion, respect and sustainability.

How to apply

Please include a cover letter explaining why you are interested in the role and how your skills, knowledge, experience and qualifications apply. Applications close 5pm Thursday 18 September 2025.

For a confidential discussion, please contact Saoirse Brenock at 0428 431 631.

Please apply via our careers site: https://gmct.elmotalent.com.au/careers/gmct/jobs

To view the Position Description, please click here. If viewing from Seek or LinkedIn, you may need to find the job ad on our careers page for the link.

This position requires pre-employment medical and police checks. GMCT is a Supportive Employer of Australian Defence Force Reservists and an Equal Opportunity Employer. We welcome applicants from diverse backgrounds and are happy to adjust recruitment processes to support accessibility needs.


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