Head of Customer Advocacy

Company Description

**Let’s create a more sociable future together**

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you

**Job Description**:

- **
Champion customer-obsession, ensuring customer needs drive all business decisions and strategies.**:

- ** Lead cross-functional teams to develop and implement customer-centric strategies for sustainable growth.**:

- ** Utilise data and insights to enhance customer experiences and drive strategic decision-making.**

The Head of Customer Advocacy will champion and embed customer-obsession across our business. This role synthesises customer data and insights into actionable strategies, ensuring our brands and support teams align with customer needs and growth opportunities.

The Head of Customer Advocacy is also responsible for advocating best-in-class customer experiences and driving the organisation-wide adoption of customer growth metrics. By partnering with customer insights and other teams, this role ensures the customer remains central to all business decisions, driving sustainable growth and enhancing the overall customer experience.

Here is a taster of what you can expect in this role:

- Champion customer-obsession and ensure the customer is central to all business decisions and strategies, driving commercial growth.
- Collaborate with strategy and internal teams to develop and integrate the core customer vision, strategy, and metrics across Endeavour Group.
- Translate the Group Customer Strategy into actionable plans for marketing, retail, and hospitality, embedding customer-centric practices.
- Analyse consumer and cultural trends to identify growth opportunities and refine customer segments aligned with business goals.
- Lead the use of customer metrics, insights, and data to drive strategic decisions and enhance the overall customer experience.

**Qualifications**:
Now let’s talk about you:

- Extensive leadership experience (10+ years) in customer strategy, marketing, or related fields, with proven ability to lead and influence teams across a complex matrix.
- Strong analytical and strategic thinking, capable of translating data into actionable insights to drive customer-centric strategies and continuous improvement.
- Proven experience in leading customer and/or marketing teams through change and transformation, fostering innovation and setting the agenda for growth.
- Exceptional stakeholder management skills, with the ability to collaborate and build productive relationships across all levels of the business.
- Solid project management experience, with a focus on adapting processes and methodologies to deliver customer-first outcomes while aligning with budgetary and commercial goals.

**The benefits are good too**
- We offer flexible working in every sense
- An exclusive discount card for BWS, Dan Murphy’s, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
- Monthly meeting-free days
- Your health and wellbeing is your most important asset, and as one of our valued team members, it’s our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
- Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.
- At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply._

Additional Information

**We are together creators**

With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, and flexibility is part of how we roll.

We’re all about creating a more sociable future - for our customers and each other. If this job excites you - and you’re close-enough on the requirements, reach out, we’d love to hear from you.

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.
- #WeAreTogetherCreators #ComeAsYouAre #DreamBig #FeelTheEnergy #LeaveYourMark #EndeavourGroup_