Leading Customer Experience Strategist

7 days ago

Adelaide, South Australia beBeeCustomerExperience Full time $120,000 - $180,000
Job Description

Be part of a new era in Centennial Park's history.
- Lead a multi-faceted team within a well-respected organisation.
- Develop and implement innovative customer experience strategies.

Established in 1936, Centennial Park has a long and proud history serving the community of South Australia. Recognised as a progressive organisation in cemetery management practices, Centennial Park provides both traditional and contemporary products and services. As community demographics continue to change, so do their needs and expectations. Centennial Park continually pursue new ideas and projects to ensure they remain at the forefront of those needs.

Reporting to the Chief Executive Officer, the Executive Manager Customer Experience will lead the functions of customer experience, sales and marketing. You will be responsible for implementing the customer experience (CX) strategy, and monitoring and reporting on the impact of this through the identification of relevant metrics and milestones. Overseeing all internal and external communications, you will ensure alignment with the agreed brand strategy. Identifying key customer groups, you will understand needs and accurately map the customer journey and align sales and marketing functions to support this. Operating with an overtone of stakeholder engagement, you will develop and implement engagement strategies that build an ongoing connection with those visiting Centennial Park.

To be successful in this role, you will be a proven strategic leader with experience in CX, sales and marketing in multi-faceted teams. You will be an excellent people leader, enjoying the challenges and rewards of developing a team from a cultural and technical perspective, while bringing an organisational excellence mindset to the team. Providing leadership, guidance, and coaching to department leaders, you will develop and monitor annual action plans and departmental budgets. You will prepare compelling business cases for material expenditure that supports strategy, including ROI (return on investment). Utilising your strong communication skills, you will present concise, considered and compelling briefs that distil critical points to relevant audiences. Setting and monitoring KPIs for Managers, you will set the organisation up for success.

Relish the opportunity to develop the customer experience for one of Adelaide's most notable institutions.

We encourage interested candidates to upload their CV and contact us if they have any further questions.

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