General Manager Customer Experience

2 weeks ago

Melbourne, Victoria, Australia Engie Full time

We're seeking a strategic and customer-focused leader to join our team as General Manager - Customer Experience & Operations. This role will lead the combined Customer Experience (CX) and Customer Operations (CO) functions, playing a key role in delivering our growth ambitions through operational excellence and a customer-first mindset

**The Role**

You'll be responsible for shaping and executing customer strategies, managing multiple delivery partners, and ensuring seamless, compliant operations. This role is critical in enhancing efficiencies across people, processes, and systems to meet our commercial goals and deliver exceptional service.

**Key Responsibilities**
- Define and lead the customer experience strategy in alignment with the One Retail ambition.
- Drive improvements in customer retention, NPS, satisfaction, and effort scores.
- Lead transformation initiatives and develop strategies to mitigate debt risk.
- Set and manage budgets, driving cost efficiencies across Cost to Serve (CTS) and Cost to Collect (CTC).
- Foster a customer-centric culture across the business.
- Manage outsourced vendor relationships to ensure high performance and mutual value.
- Respond effectively to issues and escalations to prevent adverse outcomes.
- Optimise AI-driven churn prevention programs to improve retention and ROI.
- Ensure compliance with regulatory obligations, audits, and reporting requirements.
- Drive innovation through automation, workflow optimisation, and AI use cases.
- Develop and maintain reporting frameworks to track performance and strategic outcomes.
- Lead and develop a high-performing team aligned with our values and goals.

**About You**

You are a commercially minded, customer-obsessed leader with a strong track record in delivering operational and customer experience outcomes. You bring a strategic lens to problem-solving, a collaborative leadership style, and a passion for continuous improvement.
- A relevant tertiary qualification in Business, Commerce, Marketing, or a related field.
- Proven experience in leading customer experience and operations functions in complex environments.
- Strong understanding of customer metrics (NPS, churn, complaints, service, debt).
- Demonstrated success in managing multiple external partners and driving performance.
- A proactive, solutions-focused mindset with a passion for innovation and transformation.
- Strong financial acumen, with experience in budgeting, cost optimisation, and ROI modelling.
- Excellent communication and stakeholder engagement skills, with the ability to influence at all levels.
- A people-first leadership style, with experience in building, coaching, and developing high-performing teams

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.
Join us and be part of the adventure of the century

**Business Unit**:GBU Flexible Gen & Retail

**Division**:Global B2C Supply - Australia B2C - One Supply

**Legal Entity**:ENGIE (AUSTRALIA RETAIL)

**Professional Experience**:Senior (experience >15 years)

**Education Level**:Bachelor's Degree

Why this matters to us

Our organisation is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We offer reasonable accommodations upon request for individuals with disabilities.

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