Head of Customer Experience

3 weeks ago

Melbourne, Australia Hub Australia Full time

Be part of a vibrant team, shaping the future of workspaces.
- Contribute to a B Corp and certified carbon-neutral - make a social impact
- Build and lead strategic alliances, enhancing Hub's community engagement

**About Hub Australia**:

- Hub Australia helps businesses thrive by providing premium workspaces, professional networks, and hospitality services across 15 locations in Sydney, Melbourne, Brisbane, Canberra and Adelaide. Founded and headquartered in Melbourne, Hub has rapidly grown to become the largest privately-owned coworking operator in Australia, with 150 staff and over 7000 members ranging from small business and government, to non-profit and corporations._
- Established in 2011, Hub is a Certified B-Corporation and the first coworking space in Australia to be certified Carbon Neutral with Climate Active. Hub is a fun, energetic, and dynamic environment with plenty of room for growth - as we continue to build the best place to create, share, and work with others, there’s a perfect place for you to grow with us._

Are you passionate about elevating workspace experience to new heights? Do you have a background in developing hospitality-inspired experiences? At Hub Australia, we're revolutionising the workspace experience for the discerning professional and the forward thinking business.

As our** Head of CX & Partnerships**, you will help lead Hub’s efforts to redefine workspace experience in Australia, creating moments of delight, satisfaction and connection at every touchpoint.

Playing a crucial role in elevating member satisfaction and supporting business expansion, you're tasked with crafting unforgettable hospitality-inspired experiences, upholding unparalleled standards across our expanding network, and harnessing in depth insights to fine tune our offerings.

We’re looking for a leader that can develop and execute a visionary CX strategy aligned with our mission and values, leveraging member insights and market trends to drive innovation and differentiation.

You’ll lead the charge in embedding a customer-first philosophy throughout our business, working closely with cross functional teams to empower every team member to prioritise customer experience in everything they do. You’ll use your hospitality-rich experience to pioneer member-focused initiatives, exploring new technologies, trends, and best practices to keep Hub at the forefront of workspace experience.

Achieving success means delighting our customers more than ever, maintaining a focus on product and experience innovation, and establishing a unique edge over our competitors. All these efforts are geared towards boosting retention rates, unlocking new revenue streams, enhancing Customer Lifetime Value (CLV), and securing a coveted market position that appeals to our key audiences, including scaling businesses, large enterprises, and landlords.

**Your day to day: A glimpse into what your day as the Head of CX & Partnership will look like**:

- Go beyond the typical. Spearhead the development of new and innovative experiences for our members that raise the bar for Hub and the flexible workspace industry in Australia. Drive these initiatives from initial idea through to roll-out, working in collaboration with internal and external stakeholders.
- Dive into strategic partnership development with a keen eye for mutual value and innovation. Engage in negotiations and foster collaborations with premium service providers and industry leading brands to create unique into our workspace experience.
- Leverage these partnerships to distinguish Hub in the market, driving us ahead with exclusive events, experiences, and content that deliver unmatched value to our members, and keep us one step ahead of competition.
- Lead community-building initiatives to drive business connections and enhance engagement within our member community. From organising events to building online community platforms and launching loyalty programs, you'll lead initiatives that add value to our member community, drive a sense of belonging and enrich experiences.
- Relaunch our Surprise & Delight program creating memorable and personalised experiences that leave a lasting impression and foster strong customer loyalty. You will work closely with cross-functional teams to develop a strategic roadmap for the program - from designing unique experiences to supporting logistics and measuring impact.
- Drive customer journey mapping initiatives, leading cross-functional teams in analysing customer interactions, identifying pain points and implementing innovative solutions.
- Lead a cross-functional team to establish new customer service standards that align to our vision, including defining and implementing new service benchmarks, facilitating training and measuring performance.
- Contribute to fostering a culture of performance, accountability, and exceptional service within a professional team, being adaptable and attuned to emerging trends to continuously e

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