General Manager
1 week ago
New Created Permanent Role, Hybrid, Melbourne CBD
- Highly visible global role influencing all parts of the organisation
- Innovative, Supportive, High-performing
Join our client as the General Manager of Customer Experience. This newly created senior role offers a unique opportunity to shape and drive customer strategy in a leading global technology business. Reporting to the Chief Experience Officer, you will be instrumental in driving innovation and transformation, leading the organisation towards customer-centricity.
In this pivotal role, you will lead the development of new and innovative ways to connect with customers, delivering best-in-class customer experiences and services to drive engagement and retention. You will work closely with the broader business to leverage human-centred design, customer insights and technology to create seamless individual relationships through targeted, empathetic and on-brand touchpoints.
As the GM of Customer Experience, you will initially manage two direct reports and build a team of experience and service designers while also providing insights to a team of customer care staff in handling customer interactions, complaints and requests. In addition, you will develop a B2B Customer Success model to drive business onboarding and product adoption, delivering value to our customers.
Your analytical skills will be put to use as you will be responsible for owning our client's customer satisfaction metrics (NPS/CSAT/CES) and delivering a Voice of Customer programme.
**About You**
- 5+ years working in a similar role (Manager, Head of or GM level) with exposure to B2C and B2B companies.
- First-rate presentation skills - building and creating strong and concise stories through verbal and written presentation; you will be a top-notch storyteller.
- Excellent project management skills, highly proactive, able to juggle multiple priorities and meet tight deadlines.
- Excellent rapport builder able to develop strong stakeholder relationships at all levels.
- Driver of complex and integrated projects that include several cross-functional teams.
- Solid consumer-centric mindset and commercial acumen, possessing demonstrated ability to leverage and interpret data, both quantitative and qualitative, to influence decisions and brand strategy.
- Experience working with international teams, possessing a thorough understanding of global market trends and awareness of the nuances of each region (desirable)
**How to apply
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