Head of Customer Coaching

3 weeks ago

North Sydney, Australia Invocare Full time

Join a Market Leader in the Funeral Industry

InvoCare is a prominent leader in the funeral industry, with over 300 funeral locations, 17 cemeteries, and 29 crematoria across Australia, New Zealand, and Singapore. We are committed to delivering compassionate and professional funeral services to families in their times of need.

The Opportunity:

We are seeking a dynamic and innovative Head of Customer Coaching to spearhead the development and execution of a cutting-edge coaching and training program. In this pivotal role, you will be responsible for designing, implementing, and continually enhancing our sales training initiatives, ensuring a world-class learning experience for our team members.

About You:

You are an accomplished leader with a proven track record in coaching and skills development, particularly within fast-paced, customer-focused industries such as retail or hospitality. You excel in complex environments and are eager to contribute to a growing organisation where you will play a key role in building capability through strategic coaching and training.

Key Responsibilities:

  • Develop and deliver customer coaching and training programs tailored to the evolving needs of our business.
  • Conduct comprehensive skills assessments and craft innovative training programs, tools, and materials.
  • Provide strategic and technical guidance to influence customer training decisions across InvoCare.
  • Curate and publish relevant learning content, staying ahead of industry trends and business needs.
  • Lead, mentor, and develop a team of Coaching Consultants.
  • Cultivate strong relationships with internal stakeholders and subject matter experts.

Qualifications and Experience:

  • Bachelor’s degree in Education, Human Resources, Business Administration, or a related field.
  • Expertise in coaching and developing high-performing sales and process teams.
  • Over 5 years of experience leading a customer coaching and training function.
  • Proven success in creating impactful internal learning platforms.
  • Deep understanding of adult learning principles and their application within a diverse, distributed workforce.
  • Experience in managing cultural change and influencing senior stakeholders.
  • Strong interpersonal and communication skills, both written and verbal.
  • Proficiency in MS Office or similar tools.

How to Apply:

InvoCare offers a supportive work environment with ample opportunities for personal and professional growth. If you’re passionate about making a difference and supporting families in your community, click "apply" to submit your application.

At InvoCare, we are committed to building a respectful, diverse, and inclusive workplace that reflects the communities we serve. We encourage applications from people of all ages, nationalities, abilities, and culture.

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