Performance + Capability Lead

4 weeks ago

Tullamarine, Australia Laminex AU Full time

**This is our Australian story**

We’ve been a part of the iconic Australian design landscape for over 85 years. Only a few short years after Australian’s became happy little Vegemite’s, families were spreading their toast in kitchens and on tables made by us.

Now you’ll see our products winning praise on ‘The Block’ and on the surfaces of some of your favourite stores. We’ve come a long way over the past 85 years - and have an even brighter journey ahead of us. Laminex is not only a leading Australian Manufacturer.

We have ambition to be a world class Digital platform business, that enables the busy lives of our many Specifiers and Trade customers connecting them to their key stakeholders and our customer communities.

**Would you like to know more about us? Check out Youtube - Laminex Australia ‘This is our Story’ & ‘This is our Future’**

**Performance + Capability Lead - CX Hub**

Embrace the pivotal role of Performance and Capability Lead, where you'll be at the fore front of operational excellence. Your mission? To redefine the landscape of customer experience, fostering a culture of continuous improvement and coaching for unrivalled success. Drawing from your expertise, you'll steer high-performing teams, empowering them to champion a customer-centric mindset.

What Awaits You:
As a beacon of wisdom in capability enhancement, coaching, and performance management, you'll shape learning pathways that amplify value proposition, while elevating operational efficiencies and nurturing employee satisfaction.
- But that’s not all You will also be:

- Running quality management initiatives, crafting frameworks, and conducting managerial calibrations to ensure an impartial approach.
- Commanding the realm of Learning & Development, your captivating training facilitation will foster role proficiency, laying the groundwork for induction, upskilling, and cross-training.
- Collaborating with cross-functional partners, tapping into the wellspring of industry-leading learning solutions, from bots to apps, that invigorate experiences.
- Navigating strategies for creating and implementing engaging knowledge base content, propelling CX enhancements and hub efficacy.
- Advocating pivotal systems and digital solutions, from SalesForce to Amazon Connect, and orchestrating seamless omnichannel encounters.
- Embodying customer-centric excellence, your personalised omnichannel interactions will set the gold standard for engagement ease.

**What We're Looking For**

Your Skills:

- Training Development: Design, delivery, and evaluation; use of style guides & learning principles.
- Learning Delivery: Tailored facilitation, coaching and support of knowledge transfer to a range of audiences
- Elevated Customer Experience: customer-centric strategies (mapping and personas), tools, and techniques, incl. driving NPS.
- Performance Management: Goal setting, target achievement, and learning/coaching strategies are your forte. You're adept at managing performance with finesse.
- Tech and Systems Savvy: From CRM systems to content tools, you navigate the digital landscape with ease. Your fluency in systems literacy ensures seamless operations.
- Stakeholder Whisperer: Your adeptness in stakeholder management and needs assessment fosters collaborative partnerships that drive results.
- Minimum Certificate IV in Training & Assessment.

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