Customer Programs Manager

• Full time, Permanent role
• One PTO (Personal Time Off) per month
• Location: Fawkner/Hybrid

The opportunity

The Customer Experience Manager is required to have extensive program management experience complemented by excellent judgement, sensitivity and accountability. Demonstrated experience leading customer experience programs and advanced program governance skills, including the ability to develop, implement and effectively lead a Divisional PCG function incorporating multiple initiatives of varying scales and scopes is a core requirement of the role. Strong project management experience, stakeholder engagement, influencing/negotiating and communication skills are also essential requirements of the role.

Reporting to the General Manager – Insights, Engagement & Innovation, an ability to work autonomously, use initiative to make sound judgements to progress critical work and effectively report (both written and verbal) to an Executive/Board level are crucial requirements of the role.

The role will span across the entire Customer Directorate and will also be a key internal stakeholder representing the Directorate more broadly within the organisation in relation to Enterprise-wide Program Control Groups/Management.

Key Responsibilities included but not limited to:

• Translate the customer experience improvement recommendations plan and priorities identified in the customer strategy into detailed requirements for project scoping.
• Contribute to customer centricity and developing processes that enable customer feedback to be at the forefront of project pipeline planning.
• Coordinate the scoping of each project approved by the CCO, critically evaluate project scopes and assess the interdependencies of projects to ensure clarity and effective utilisation of resources
• Establish and maintain processes for managing scope during the project lifecycle, setting quality and performance standards and assessing risks.
• Drive the execution of all processes in the project, including change management requirements and roadmap development.
• In conjunction with Project Leads develop, implement, and maintain production timelines across multiple departments.
• Develop and maintain partnerships with third-party resources, including vendors and researchers.
• In conjunction with the General Manager – Insights, Engagement & Innovation assign and monitor resources to ensure project efficiency and maximize deliverables.
• Coordinate the reporting of project outcomes and risks to the appropriate management channels and escalate issues, as necessary, according to project work plan.

To be successful in this position you will require:

• 5+ years of senior project lead experience, including leading a Project Governance Function (e.g. Project Control Group).
• 5+ years of project management experience, including managing projects of varying scopes, scales and complexity.
• Strong attention to detail and commitment to meeting deadlines.
• Budget management experience.
• Proven success working with all levels of management.
• Strong written and verbal communication skills.

A career with us:

Our people are our most valued asset – we understand the importance of providing a rewarding, inclusive and supportive work environment where all people are empowered to bring their best selves.

We offer:

•    Comprehensive induction program

•    One PTO (Personal Time Off) per month

•    Fantastic Training and Development opportunities 

•    Free onsite car parking

•    A collaborative team that fosters growth and innovation

•    Employee Assistance Program to support our employees and their family's overall wellbeing

How to apply:

Please ensure you include a cover letter as part of your application. We would like to know why you are interested in the role, and how your skills, knowledge, experience and qualifications are applicable to the role.

Applications close 5pm Thursday 18 September 2025

For a confidential discussion, please contact Saoirse Brenock

Please apply via our careers site by following the link below:

To view the Position Description for this role, please[click here]. (*Please note if you are viewing this from Seek or LinkedIn you will need to find the job ad on our careers page for the link to open.). The link to our careers page is

This position requires the successful candidate to undergo a pre-employment medical & police check.

GMCT is a Supportive Employer of Australian Defence Force Reservists.

GMCT is an Equal Opportunity Employer.

We encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander people, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs - so reach out to us at

What we do

The Greater Metropolitan Cemeteries Trust (GMCT) is a not-for-profit, purpose driven organisation - and we give effect to that purpose through our staff.

We take pride in the quality of our team. We are committed to the development of our team and foster a dynamic and people centred work culture that is dedicated to fulfilling our vision.

We are a business that truly live and breathe our values of integrity, compassion, respect and sustainability, and our team genuinely cares for and supports one another.