Head of Customer Advocacy Lead

1 month ago

Surry Hills, New South Wales, Australia Endeavour Group Full time
Job Description

Job Title: Head of Customer Advocacy

Job Summary: We are seeking a highly experienced and skilled Head of Customer Advocacy to lead our customer-centric strategies and drive sustainable growth.

Key Responsibilities:

  • Champion customer-obsession and ensure the customer is central to all business decisions and strategies.
  • Lead cross-functional teams to develop and implement customer-centric strategies for sustainable growth.
  • Utilise data and insights to enhance customer experiences and drive strategic decision-making.

About the Role:

The Head of Customer Advocacy will champion and embed customer-obsession across our business. This role synthesises customer data and insights into actionable strategies, ensuring our brands and support teams align with customer needs and growth opportunities.

What You'll Do:

  • Champion customer-obsession and ensure the customer is central to all business decisions and strategies, driving commercial growth.
  • Collaborate with strategy and internal teams to develop and integrate the core customer vision, strategy, and metrics across Endeavour Group.
  • Translate the Group Customer Strategy into actionable plans for marketing, retail, and hospitality, embedding customer-centric practices.
  • Analyse consumer and cultural trends to identify growth opportunities and refine customer segments aligned with business goals.
  • Lead the use of customer metrics, insights, and data to drive strategic decisions and enhance the overall customer experience.

Requirements:

  • Extensive leadership experience (10+ years) in customer strategy, marketing, or related fields, with proven ability to lead and influence teams across a complex matrix.
  • Strong analytical and strategic thinking, capable of translating data into actionable insights to drive customer-centric strategies and continuous improvement.
  • Proven experience in leading customer and/or marketing teams through change and transformation, fostering innovation and setting the agenda for growth.
  • Exceptional stakeholder management skills, with the ability to collaborate and build productive relationships across all levels of the business.
  • Solid project management experience, with a focus on adapting processes and methodologies to deliver customer-first outcomes while aligning with budgetary and commercial goals.

What We Offer:

  • We offer flexible working in every sense.
  • An exclusive discount card for BWS, Dan Murphy's, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs.
  • Monthly meeting-free days.
  • Your health and wellbeing is your most important asset, and as one of our valued team members, it's our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing.
  • Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.

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