Head of Enablement

2 months ago

Surry Hills, Australia WooliesX Full time

**Head of Enablement - Customer Success
- Play a crucial part in shaping the future of our customer service experience across the Woolworths Group
- Opportunity to work across the Woolworths Group with brands like Everyday Rewards, BIG W and Primary Connect.
- Hybrid working environment

**What you’ll do
Customer Success is transforming customer service into a proactive, digital-first experience. As the Head of Enablement, you will play a pivotal role in this transformation by empowering our Customer Hub & Care teams (contact centres), digital squads, and partners across our diverse group of brands. You will champion exceptional customer and team experiences, ensuring our frontline team has the capabilities, tools, knowledge, and support needed to deliver world-class service.
- Develop and implement a comprehensive enablement strategy aligned with Woolworths Group & Customer Success objectives, enhancing customer experience across ANZ.
- Lead and mentor a high-performing team across key contact centre support functions, including continuous improvement, learning & knowledge, change management, workforce optimisation, and team engagement.
- Develop and optimise customer service journey strategies to improve customer satisfaction and unlock opportunities for growth.
- Drive continuous improvement by establishing metrics, identifying areas for improvement, and staying abreast of industry best practices and emerging trends.
- Lead large business transformation initiatives for Customer Hub AU and Customer Care NZ, overseeing the development and implementation of Group customer experience initiatives.
- Partner with Customer Success teams and group business units to improve Customer experience, and operational efficiency
- Collaborate with Woolworths Group brands to ensure alignment on customer service standards and enablement initiatives.
- Utilise data-driven insights to inform digital service strategies and elevate friction drivers to group business partners.

**What you’ll bring
You will be an exceptional leader with a proven track record in a large service environment, inspiring and leading cross-functional teams with passion and vision. You have a successful history of delivering customer service and experience strategies that drive brilliant CX and key outcomes in contact centres and digital touchpoints. You're a strategic thinker and problem-solver who thrives on innovation and continuous improvement. Data-driven and analytical, you can communicate a compelling story that resonates with any audience. You also possess extensive experience influencing and managing senior stakeholders, an in-depth understanding of agile methodologies, and strong commercial and finance acumen. You're a highly collaborative individual with excellent presentation and communication skills.

In addition you will have:

- Bachelor's degree in business, marketing, or a related field.
- Experience in customer service enablement, training, L&D, or sales environments
- Relevant experience creating and leading high-performing sales and service product teams, with a strong emphasis on contact centres and digital service touchpoints.

**What you’ll experience
**Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

- A progressive and flexible ‘work from anywhere’ policy that gives you more control over your work, life and wellbeing
- Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work
- As a leader in a crucial growth-focused role you will have regular exposure to our most senior business leaders in CustomerX and the broader Woolworths group and accumulate valuable experience to grow your career in surprising ways
- A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app

**Everyone belongs at Woolworths Group
**Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.

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