Group Manager Strategy

1 week ago

Melbourne, Australia ANC Delivers Full time

Join a leading, national organisation with a true focus on the customer
- Lead and drive CX strategy
- Spark the change you want and make an impact in this Senior leadership role

**About ANC**

ANC is a last mile delivery (LMD) and direct to consumer (D2C) specialist, partnering with many large and emerging retail and e-commerce customers.

Our purpose is to unlock the full potential of a customer’s purchase by fulfilling the delivery promise. We do this by being the best at integrated last mile delivery for mixed and complex freight where value is created through exceptional customer outcomes.

We reimagine the experience for the customer for the better. Our DNA of innovation, adaption and reinvention has helped us sustain and grow our business for over 100 years. We are a national business delivering outcomes in ever-expanding ways, taking on challenges to meet customer and consumer expectations, and supporting our delivery professionals and people be successful.
- We strive to build exceptional teams that are flexible and offer flexibility
- We love our clients but obsess over our customers
- We commit to enhancing brand value, customer sales and reputation
- We are an extension of our client’s brands, ensuring the customer experience is positive and expectations are met.

**Opportunity**

ANC is seeking to appoint a highly motivated, experienced leader to the role of Group Manager, Strategy & CX Practice.

This pivotal role suits an experienced leader with a passion for ensuring customer experience outcomes. Through your exceptional stakeholder and strategic account management as well as your co-ordination of CX initiatives internally & externally, you will deliver on exceptional customer experience activities in line with our strategy to deliver on strategic growth.
- You will lead client Strategic Account Management in collaboration with Business Managers to retain and build new service offers that are relevant and meet customer objectives.
- You will lead the CX Practice with influence over virtual teams, you’ll build out the CX strategy, playbook, frameworks and go to market execution of customer success objectives.
- You will evolve our CX capability by enhancing our CX processes, people’s CX focus and awareness, understanding and efficiencies to execute at-scale and with customer success at the heart of our operational focus.

**The Individual**

Preferred Experience, Qualifications & Attributes
- Demonstrated experience in strategy, strategic account, category management, CX, CX operations and/or programme management
- Proven experience leading multi-disciplined teams that balance unrelenting focus on near term delivery with building systems and approaches for the future
- Experience in fast moving environments, technology, or start-up organisations
- A passion for building ways of working and capability that enable people to be successful
- You are curious, with high passion and energy and strong commercial acumen
- You are an inspiring and visible leader with high EQ
- A strategic thinker whilst also hands-on and deeply involved in delivery and resourcing strategy
- Clear and straightforward communication style, with the ability to get ‘cut thru’ with diverse groups of people
- A long-term approach to relationships - doing what is right for our customers, clients, people and ANC

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