Sales Contact Centre Manager

**Company Description**
We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

Are you an inspirational leader passionate about driving change and empowering people? Join NRMA as our Sales Contact Centre Manager and take the lead in shaping a high-performing, multi-channel sales environment. You’ll inspire large teams through periods of transformation, champion digital enablement, and foster a culture of engagement, innovation, and excellence.

This position is a hybrid opportunity, working 2-3 days at both our Sydney Olympic Park and/or Gosford office as required.

**What You’ll Do**
- Transformation Leadership: Champion business transformation by leading your team through change, fostering agility, and embedding a high-performance, member-first culture.
- Digital Enablement: Drive the adoption and optimisation of digital channels—including self-service, chat, and IVR—to deliver seamless, multi-channel sales and service experiences.
- Continuous Improvement: Implement change initiatives and process improvements, leveraging data and feedback to enhance operational efficiency and customer outcomes.
- Performance Management: Set, monitor, and analyse sales targets and KPIs, using data-driven insights to guide team performance and maintain exceptional standards.
- Strategic Collaboration: Partner with senior leaders to develop and execute business plans that support growth, digitisation, and operational excellence.
- People Development: Oversee recruitment, onboarding, and robust training programs to build digital capability and empower leaders at all levels.
- Wellbeing & Safety: Foster a safe, supportive, and engaging environment, proactively managing wellbeing and complex people matters in a high-change setting.

**What You’ll Bring**
- Transformation Experience: Demonstrated success leading large, multi-channel contact centre teams through significant change and transformation (minimum 2 years).
- People Leadership: Proven ability to coach, develop, and support leaders and teams, including managing complex people cases and driving engagement.
- Digital Expertise: Strong experience in digital enablement—implementing and optimising emerging technologies (AI, automation, advanced contact centre solutions) to enhance sales and service.
- Sales Achievement: Track record of delivering and exceeding sales targets in a fast-paced, KPI-driven environment.
- Communication & Influence: Advanced communication skills, with the ability to inspire, influence, and lead teams through periods of change.
- Analytical Capability: Strong analytical and problem-solving skills, using data and insights to drive continuous improvement and operational excellence.
- Sales Frameworks: Experience designing and executing sales frameworks and incentive programs to support high performance and digital adoption.

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.

**What’s in it for you?**

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you
- Progressive flexibility, leave and well-being benefits to balance all of life's priorities
- Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
- Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
- Discounts on a range of NRMA personal insurance products including car, home & travel
- Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

**Know You Belong**
- Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes._