Regional Manager

2 months ago

Brisbane, Queensland, Australia Invocare Full time
About InvoCare

InvoCare is a leading provider of funeral and memorial services dedicated to delivering exceptional customer experiences during life's most challenging moments. Our commitment to compassion, excellence, and innovation sets us apart.

Job Overview

We are seeking a dynamic and experienced Regional Manager CX Coaching to join our dedicated team. As the Regional Manager CX Coaching, you will play a crucial role in shaping and enhancing the customer experience across our service regions.

Key Responsibilities
  • Strategy Execution: Deliver effective and engaging training and coaching that aligns with our business strategy, focusing on driving business outcomes and enhancing customer experiences.
  • Leadership: Lead and develop a team of field coaches to maintain high standards of customer experience, fostering a culture of continuous learning and improvement.
  • Collaboration: Build strong relationships across teams to encourage collaboration and achieve better outcomes, partnering with Regional Managers and Location Managers to identify coaching needs.
  • Customer Service: Role model customer centricity and ensure high-quality coaching that meets customer needs, delivering on the customer service delivery framework to ensure exceptional service.
  • Analytics and Compliance: Measure and improve coaching quality to align with national standards, using data-driven insights to identify areas for improvement and enhance Net Promoter Scores (NPS).
Requirements
  • Strong multi-site experience (minimum 5 years) gained from working in a training and coaching role.
  • Proven experience in leading high-performance geographically dispersed teams.
  • Proven ability to lead teams through change and establish new teams.
  • Strong influencing skills to build relationships of trust with stakeholders.
  • Ability to facilitate training for diverse audiences.
  • Excellent written and verbal communication skills.
  • Proficiency in relevant technical skills.
  • Flexible with working hours partnered with the ability to frequently travel intra and inter-state.
Why InvoCare?

At InvoCare, we offer a meaningful career with opportunities for growth and development. Join us in making a difference in the lives of our customers and their families. If you are a dedicated leader with a passion for customer service and coaching, we want to hear from you.

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