Customer Insight Centre

**Employment Type**:Fixed Term (Fixed Term)

**Closing Date**:6 Feb 2025 11:59pm

**Job Title**:Customer Insight Centre (CIC) Experience Team Manager (Fixed Term - 12 Months)

**Job Summary**

**Who We Are**

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

**Focus of the role**

As the Customer Insight Centre (CIC) Experience Team Manager, you will lead a dynamic team responsible for delivering exceptional customer experiences through seamless event management and production. Your role will involve strategic planning, stakeholder collaboration, and operational oversight to ensure the success of events at our Customer Insights Centre.

**What We Offer**
- Performance-related pay
- Access to thousands of learning programs so you can level-up
- Global presence across 22 countries; opportunities to work where we do business.
- Purchased annual leave scheme
- Additional Telstra day off
- Additional 30% off Telstra products and services
- Toolkit provided (laptop + mobile phone + plan paid for)

**What You’ll Do**

As the leader of the Customer Insight Centre (CIC) team, your primary purpose is to bring to life our CIC strategy and value proposition through operational excellence within the team. You will oversee the end-to-end management and flawless execution of all key activities and events, ensuring they not only meet our strategic goals but also deliver exceptional customer experiences. Additionally, you will contribute to Telstra’s hybrid workplace leadership position, by leading a team that ensures the experience that our people have within our centre and property portfolio is simple, ensures we connect, collaborate, and celebrate, with fit-for-purpose event curation that supports diverse communities.

This is a customer/client-facing role and is required to attend the office regularly to support face-to
- face interactions and our team deliver within our major hubs.

**_This will be a 12 Month Secondment/Fixed term role. _**

Key Responsibilities:

- **Strategic Leadership**:Develop and execute the Customer Insight Centre team strategy and value proposition, aligning event activities with our business objectives.
- **Event Management**:Oversee the end-to-end management and flawless execution of all key activities and events, ensuring they align with our strategic objectives and deliver exceptional customer experiences.
- **Stakeholder Collaboration**:Act as a liaison between various internal teams, including Sales, Solutions, Communications, and Marketing, to drive customer advocacy, innovation partnerships, and business outcomes.
- **Operational Oversight**:Identify and resolve HS&E and operational issues during event delivery and execution, ensuring compliance with contract conditions and high levels of service provision.
- **Continuous Improvement**:Seek and report stakeholder feedback, actively address live issues, and identify continuous improvement opportunities.
- **Reporting and Analysis**:Assist with reporting on visitor statistics, services, and activities, contributing to the development of weekly, monthly, and quarterly centre reviews.

**About You**

To be successful in this role, we will be looking for the following:

- **Events Experience**:Proven track record in event management. Events experience is non-negotiable and is a critical requirement for this role.
- **People Leadership**:Proven leadership skills to manage and develop a high-performing team.
- **Influencing**:Strong influencing skills to drive change and achieve desired outcomes.
- **Strategic Thinking**:Ability to think strategically and develop long-term plans to achieve organizational goals.
- **Stakeholder Management**:Expertise in managing relationships with key stakeholders to ensure alignment and support.
- **Operations Management**:Proficient in managing day-to-day operations to ensure efficiency and effectiveness.
- **Commercial Acumen**:Strong understanding of business and financial principles to drive commercial success.
- **Data Analysis**:Proficient in analyzing data to inform decision-making and strategy.
- **Coaching**:Experience in coaching and mentoring team members to enhance their skills and performance.
- **Communication**:Excellent verbal and written communication skills to effectively convey information and ideas.
- **Desirable skills**:Tertiary qualifications in Events, Marketing, and/or Communications.

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know t