Customer Experience Strategist

1 week ago

Sydney, New South Wales, Australia The GPT Group Full time
About the Role

We are seeking a highly skilled and experienced Senior Manager, Customer Experience to join our national Retail Digital & Marketing team. As a key member of our leadership cohort, you will be responsible for driving a 'Customer Experience First' culture across our retail portfolio, supported by effective policies and process frameworks that embed best practice customer-service centric behaviours.

Key Responsibilities
  1. Develop and implement a customer experience strategy that aligns with our company's overall mission, values, and business objectives.
  2. Represent customer interests at a senior level and throughout the Retail business, ensuring that customer feedback, insights, and pain points are addressed effectively.
  3. Create exceptional customer experiences across all touchpoints, understanding customer journeys, identifying areas for improvement, and implementing strategies and services to enhance customer satisfaction and loyalty.
  4. Enhance metrics for defining the relationship with and understanding our customers, leveraging data analytics, customer feedback, behavioural data, and market trends to gain valuable insights and enhance capability.
  5. Drive customer success by developing and implementing programs, services, and experiences that help customers achieve their desired outcomes and the value they seek.
  6. Lead with insights, facilitating the development of the accountability action chain, establishing approaches and implementation of metrics to understand customer loyalty and return on investment (ROI) for service initiatives.
  7. Collaborate with cross-functional teams to ensure alignment towards customer-centric experience goals, fostering a culture of customer-centricity, promoting empathy, accountability, and a shared commitment to delivering exceptional customer service experiences.
What We Offer
  1. Flexible working arrangements and generous leave options.
  2. Market-leading parental leave benefits, including 22 weeks paid leave for either carer and childcare allowance once you return to work.
  3. Diverse and challenging career opportunities, supported by our dedicated Learning & Development Team committed to your growth.
  4. Comprehensive wellbeing programs and market-leading policies and support tailored to diverse needs.
  5. Recognition by peers through nomination awards and participation in our generous Employee Referral Program.
About Us

The GPT Group is a leading property group, managing $35 billion worth of assets across Australia. We are committed to creating a great experience for our customers, employees, and stakeholders. We welcome applications from First Nations candidates, members of the LGBTQIA+ community, people living with disability, and people of diverse ages, cultures, and backgrounds.

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