Customer Experience Manager

**Company Description** About Hub Australia**:
Hub Australia provides premium workspaces, business networks, and services across 16 locations in Sydney, Melbourne, Brisbane, Canberra, Adelaide and Perth. Founded and headquartered in Melbourne, Hub has grown to become the largest privately-owned coworking operator in Australia, with over 150 staff and over 7000 members ranging from small business and government to non-profit and corporations.

Established in 2011, Hub is a Certified B-Corporation and the first coworking space in Australia to be certified Carbon Neutral with Climate Active. Hub is a fun, energetic, and dynamic environment with plenty of room for growth - as we continue to build the best place to create, share, and work with others, there’s a perfect place for you to grow with us
**Job Description** Role Purpose**

The **Customer Experience Manager (12-month Maternity Leave)** drives a **customer-first mindset** across Hub Australia, shaping strategies and solutions that enhance member experiences across all locations, touchpoints, and channels. This role is key in **boosting retention, increasing member satisfaction, and driving new revenue streams** by evolving Hub’s customer experience strategy and offerings while ensuring exceptional service and operational excellence.

**What we’re looking for**:
We're seeking a visionary leader who is passionate about crafting unparalleled member experiences and driving operational success. If you thrive in a dynamic environment where no one day is the same, every day brings an opportunity to inspire, connect, and lead, this role awaits you.

What your day-to-day will look like (but not limited to):

- Lead and implement CX initiatives that align with business strategy and key performance goals.
- Champion a customer-first mindset, inspiring and influencing teams to deliver exceptional service.
- Manage and optimize customer sentiment tools (e.g., Qualtrics) to drive data-driven improvements.
- Ensure seamless member experiences across all locations, from onboarding to departure.
- Oversee member engagement programs, including events, activations, and community initiatives.
- Collaborate with internal teams, landlords, and partners to continuously evolve the CX strategy.
- Manage the national CX budget, ensuring financial oversight and resource optimization.

**What makes you successful**:
Your ability to translate insights into action, drive CX strategy, and influence stakeholders will be key. You’ll work closely with operations, sales, and partnerships teams to continuously enhance the customer experience while ensuring commercial success. Strong leadership, problem-solving, and stakeholder engagement skills will help shape Hub’s CX strategy and make a meaningful impact on the business.
**Qualifications** We're Looking For Someone Who has**:

- 5+ years of experience in Customer Experience in hospitality, hotels, property, or premium service-based industries.
- Experience with customer insight tools (e.g., Qualtrics) is required.
- Experience implementing and optimizing technology solutions to enhance customer experience.
- Proven ability to lead CX strategy and drive service innovation.
- Strong stakeholder engagement skills, with the ability to influence and collaborate across teams.

**Additional Information** Rewarding You**
- Immerse yourself in a vibrant, dynamic, and joyous team atmosphere
- Join ranks with some of Australia's top organisations, certified as a Great Place to Work
- Contribute to a B Corp and certified carbon-neutral organisation, committed to making a positive impact on society and the environment
- Achieve a balanced lifestyle through our comprehensive wellness programme and lifestyle fund as well as birthday leave
- Expand your skills and career trajectory with our personalised training and professional development offerings
- Support to make a social and environmental impact with paid volunteer leave each year
- We understand that skills and potential don't always fit neatly into a checklist. If you're passionate about this role but don't meet every single requirement, we still want to hear from you. Your unique experience and enthusiasm could be just what we're looking for_
- At Hub Australia, we are dedicated to building a diverse, inclusive, and equitable workplace. We believe that our strength lies in our differences, and we are committed to providing an environment where everyone is welcomed, respected, and supported. We encourage applicants of all backgrounds, identities, abilities and experiences to apply, as we strive to reflect the communities we serve._