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Director of Customer Experience

1 month ago

Sydney, New South Wales, Australia REA Group Full time
Job Description

Estimated Salary: AU$180,000 - AU$200,000 per year

We are seeking a highly skilled Director of Customer Experience to lead our Customer Success team in Sydney. As a key member of our leadership team, you will be responsible for driving customer adoption, retention, and advocacy.

About the Role:

  • Lead a team of Customer Success Consultants to achieve targets and OKRs
  • Develop and implement our long-term Customer Success strategy
  • Collaborate with Sales, Product, and Marketing teams to define business customer needs and success measures
  • Coach and develop your team to understand customer needs and behaviours
  • Work with stakeholders to deliver solutions that expand customer value
  • Monitor and report on team performance and voice of customer insights
  • Deliver on customer adoption, usage, growth, and retention targets

About You:

  • A proven leader with experience in Customer Success or Account Management
  • Commercially minded with a track record of improving adoption and retention
  • A people-focused leader with 3+ years of experience leading teams
  • Strong stakeholder management skills and negotiation abilities
  • Ability to sell and quickly deliver the foundational value proposition
  • A role model of customer centricity with the ability to influence outcomes that improve the customer experience

What We Offer:

  • A competitive salary range of AU$180,000 - AU$200,000 per year
  • A dynamic and supportive work environment
  • Ongoing training and development opportunities
  • A collaborative and inclusive team culture