Head of Customer Coaching and Development

1 week ago

North Sydney Council, Australia Invocare Full time

About InvoCare

InvoCare is a prominent leader in the funeral industry, with a strong presence in Australia, New Zealand, and Singapore. We are committed to delivering compassionate and professional funeral services to families in their times of need.

The Opportunity

We are seeking a dynamic and innovative Head of Customer Coaching to spearhead the development and execution of a cutting-edge coaching and training program. In this pivotal role, you will be responsible for designing, implementing, and continually enhancing our sales training initiatives, ensuring a world-class learning experience for our team members.

About You

You are an accomplished leader with a proven track record in coaching and skills development, particularly within fast-paced, customer-focused industries such as retail or hospitality. You excel in complex environments and are eager to contribute to a growing organisation where you will play a key role in building capability through strategic coaching and training.

Key Responsibilities

  • Develop and deliver customer coaching and training programs tailored to the evolving needs of our business.
  • Conduct comprehensive skills assessments and craft innovative training programs, tools, and materials.
  • Provide strategic and technical guidance to influence customer training decisions across InvoCare.
  • Curate and publish relevant learning content, staying ahead of industry trends and business needs.
  • Lead, mentor, and develop a team of Coaching Consultants.
  • Cultivate strong relationships with internal stakeholders and subject matter experts.

Qualifications and Experience

  • Bachelor's degree in Education, Human Resources, Business Administration, or a related field.
  • Expertise in coaching and developing high-performing sales and process teams.
  • Over 5 years of experience leading a customer coaching and training function.
  • Proven success in creating impactful internal learning platforms.
  • Deep understanding of adult learning principles and their application within a diverse, distributed workforce.
  • Experience in managing cultural change and influencing senior stakeholders.
  • Strong interpersonal and communication skills, both written and verbal.
  • Proficiency in MS Office or similar tools.

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