Customer Experience

18 hours ago

Sydney, Australia Sustaindigital Full time

The Customer Experience & Delivery Lead is responsible for leading the delivery of our clients products and services across the public sector. This position drives the creation of a cohesive experience for every customer interaction from enquiry and check-out through to attendance and post-activity feedback across the website, learning and event activities, marketing, social media and customer service. The Customer Experience & Delivery Lead is responsible for capturing, analysing and presenting data to better understand customers and identify and realise business improvements. You will also implement digital marketing plans.

**Key Responsibilities**:

- Manages the delivery of the full suite of company programs including events, courses, thought leadership and membership
- Manages the online delivery experience for customers and members
- Develops customer journey maps, analytics, segmentation, SEO and personalisation
- Develops a core understanding of customer lifecycles and customer needs
- Implement integrated marketing plans that blend online digital marketing with stakeholder management.

**About You**:

- Customer Centric: You connect, listen to, are engaged with and passionate about customers.
- Results-driven: You demonstrate accountability and ownership.
- Growth Mindset: You demonstrate a belief that growth and development is possible through focused effort and ongoing learning.
- Political Savvy: You perceive environmental and political sensitivities. You are socially astute and professionally diplomatic.
- Analytical: You use logical reasoning to break down and work through a situation or problem to arrive at an outcome.
- People Leader: You have an inclusive approach to ideas and innovation, focused on delivering value and help the team take care of the customer.
- Agile: You cope well in a changing environment, think innovatively and take calculated risks to turn ideas into business solutions.
- Cooperative: You enjoy working with others on a collective output.

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