Chief Customer Experience Officer

4 days ago

Sydney, New South Wales, Australia Tshr Full time

**Chief Customer Experience Officer**
- Enhance customer experiences and grow sales across ANZ store network, wholesale, commercial &digital trading businesses.
- Motivate and lead a team while building a culture of empowered accountability.
- GM Stores or Head of Retail background with Ecomm responsibility is ideal.

With 150 stores spread across Australia and New Zealand and the arrival of a new CEO, this already successful retail market leader is about to further transition and grow with its recognised offer of quality, range, and value for money the cornerstone of its success.
Reporting to the CEO this newly created C level role is responsible for growing sales and enhancing customer experience across all channels of the business through supporting the development of strategic programs and then leading the implementation and execution to ensure continuous improvement.
Specific areas of importance include:

- ensuring customer interactions are done in line with customer expectations through strategic and operationally excellent programs.
- development and implementation of growth strategies within sales channels
- partner with the senior team to create and implement clear procedures and guidelines to be implemented within the sales channels.
- monitor KPIs - Team engagement, Team retention, Net Promoter Score, Revenue, Margin, Cost of Doing business.
- Build a collaborative culture that strives for excellence through empowered accountability.

Other qualities sought include:

- Solid commercial, financial and analytical skills
- Demonstrated knowledge in building best practice customer experience delivery across multi channels.
- Strong decision-making ability
- Ability to deliver top quartile team engagement through development and delivery of training programs in collaboration with HR team to help build team capability through implementation of appropriate learning pathways and succession plans.
- A real passion and excitement for the retail industry - the levers within and the future it holds.
- Relevant business qualifications (preferred).

**To apply**, please provide a word document CV and direct to Garry Connell using the appropriate link and quoting reference #10161.

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