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Customer Advocacy Director

2 months ago

Sydney, New South Wales, Australia Tabcorp Full time
{"About the Role": "

As a key member of our leadership team, you will play a critical role in shaping our customer care strategy and ensuring we maintain a customer obsession like no one else.

", "Key Responsibilities": "
  • Develop and execute our Customer Care strategy, policies, and frameworks to set the benchmark for customer care, harm minimisation, and responsible gambling in our industry.
  • Provide thought leadership in harm minimisation approaches and advise the Executive Leadership Team and Board on emerging trends and opportunities.
  • Ensure a Player Safety mindset is effectively embedded in our organisational culture.
  • Drive and deliver a comprehensive automated customer management plan and proactive intervention strategy.
  • Provide input to Board and Executive reporting, as well as develop the right measures and management of these.
  • Chair relevant forums and act as the Customer Advocate aligned to agreed frameworks and policy.
", "Requirements": "
  • Significant experience leading and successfully delivering Customer Advocacy and/or Customer Safety strategy and programs.
  • Demonstrated track record in effectively balancing commercial, customer, and regulatory requirements and creating decision frameworks to support.
  • Strong understanding of risk, compliance, and regulatory environments in the Australian context.
  • Customer-centric mindset, and an understanding of how AI and automation can proactively identify customer patterns and reduce risk.
  • Experience successfully challenging and influencing at all levels of the organisation including peers, Executive, and Board.
", "What We Offer": "
  • The flexibility of our fully enabled hybrid working model with two team "anchor days".
  • A variety of leave types including cultural leave, volunteer leave, flexi leave, and 18 weeks' parental leave for all new parents.
  • Organised motivational, educational, and informative speakers and sessions.
  • Access to a comprehensive health and wellbeing app and our Employee Assistance Program (EAP).
  • A dedicated learning platform with cutting-edge modules designed to help you consistently upskill and perform at your peak.
", "About Us": "

Tabcorp is Australia's leading gambling entertainment company. Our 3000+ team is as diverse as Australia itself. Our people drive the iconic, homegrown, world-class brands TAB, Sky Racing, and MAX. As an ASX-listed company, we're proud to shape our industry for the better. To find out more about us and what we offer, visit our website.

", "Inclusion and Diversity": "

We're committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance to participate in our application process, please contact us.

", "Tabcorp's Commitment": "

Tabcorp is a 'Circle Back Initiative' employer – we commit to respond to every applicant.

", "Contact Us": "

Please contact us if you need assistance with your application.

", "Language": "English"}