Senior Manager, Customer Experience

at  The GPT Group

WE KNOW THE POWER OF A GREAT EXPERIENCE

• Ranked 5th in the 2024 Gender Equality Global Report released by Equileap.
• Achieved number 2 real estate company in S&P Global Sustainability Assessment.
• Earned a silver ranking in Australian Workplace Equality Index (AWEI) for LGBTQIA+ inclusion.
• Awarded our fourth consecutive Employer of Choice for Gender Equality citation from the Workplace Gender Equality Agency (WGEA) in 2021-2023.
• Accredited Family Inclusive Workplace™.
• Committed to our second Stretch Reconciliation Action Plan (RAP).

THE ROLE

Due to growth in the retail customer services space, GPT is looking for a Senior Manager, Customer Experience to join the national Retail Digital & Marketing team.
Working closely with the retail leadership cohort, the role is responsible for driving a ‘Customer Experience First’ culture across the retail portfolio, supported by effective policies and process frameworks which embed best practice customer-service centric behaviours.
The role serves as the primary advocate for customers, ensuring their needs are met, their experiences are exceptional and their loyalty is unwavering through the delivery of service initiatives.

WHAT YOU WILL BE DOING

• Taking a lead role in defining and implementing the customer experience strategy and vision. This involves setting a clear vision for customer service and engagement, aligning it with the company’s overall mission, values, and business objectives.
• Representing customer interests at a senior level and throughout the Retail business. Act as a liaison between customers and internal teams, ensuring that customer feedback, insights and pain points are addressed effectively.
• Creating exceptional customer experiences across all touchpoints. This involves understanding customer journeys, identifying areas for improvement, and implementing strategies and services to enhance customer satisfaction and loyalty. Work closely with cross-functional teams to align processes, products and services with customer expectations.
• Enhancing metrics for defining the relationship with and understanding our customers. Leveraging data analytics, using customer feedback, behavioural data and market trends to gain valuable insights and enhance capability. These insights inform strategic decision-making, product development, and marketing strategies, helping to optimise customer acquisition and retention efforts.
• Driving customer success by developing and implementing programs, services and experience that help customers achieve their desired outcomes and the they value. This includes onboarding initiatives, ongoing support, proactive communication and monitoring customer metrics. This role plays a key role in customer retention efforts, reducing churn rates, and maximising customer lifetime value.
• Leading with insights, you will facilitate the development of the accountability action chain, establishing the approaches and implementation of metrics to understand customer loyalty and return on investment (ROI) for service initiatives.
• Collaborating with cross-functional teams to ensure alignment towards customer-centric experience goals. Foster a culture of customer-centricity, promoting empathy, accountability, and a shared commitment to delivering exceptional customer service experiences.