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Senior Manager, Customer Experience Leader
2 months ago
We are seeking a highly 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.
Key Responsibilities- Define and implement the customer experience strategy and vision, aligning it with our company's overall mission, values, and business objectives.
- Represent customer interests at a senior level and throughout the Retail business, ensuring that customer feedback, insights, and pain points are addressed effectively.
- 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.
- Work closely with cross-functional teams to align processes, products, and services with customer expectations, leveraging data analytics and customer feedback to gain valuable insights and enhance capability.
- Drive customer success by developing and implementing programs, services, and experiences that help customers achieve their desired outcomes and the value they seek.
- Lead with insights, facilitating the development of the accountability action chain, establishing the approaches and implementation of metrics to understand customer loyalty and return on investment (ROI) for service initiatives.
- 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.
- Strong leadership experience building effective, high-performance cultures that focus on improving the customer experience, within a complex, customer service-driven organization.
- Excellent interpersonal and communication skills, with the ability to develop effective relationships and influence differing stakeholder groups.
- Ability to direct and monitor the implementation and effectiveness of service and experience programs, transforming service delivery culture, processes, and tools.
- Creative thinker, able to interpret data and use it to create valuable insights, and who enjoys fostering teams towards 'best practice' customer experience and service delivery programs.
The GPT Group is a leading property group, managing $35 billion worth of assets across Australia. We are committed to delivering exceptional customer experiences and creating a positive impact for people, place, and planet. We offer a dynamic and inclusive workplace culture, embracing people with diverse perspectives, skills, and backgrounds.
