New SENIOR role for an accomplished CX practitioner to come and lead, manage the new prospective CX journey experience squad in the Member Experience team to achieve annual prospective journey KPIs/metrics.
Ideally you will have managed large CX initiatives and projects either in a consulting capacity or client side ( enterprise wide) Experience managing a team of cross functional SME's is highly recommended.
About this role:
- Ensure effective day-to-day operations and regular sprints of a highly cohesive cross-functional team to achieve annual prospective journey KPIs/metrics - including in alignment with other business units. In year one, this role has a priority focus on driving uplift in lagging Oceania KPIs/metrics but includes a global approach where new processes/efforts where applicable can also be applied in an international context.
- Actively foster collaboration of cross-functional team members in the ongoing creation, refinement and delivery of a compelling and integrated prospective journey experience and value proposition.
- Partner closely with the Oceania BD and Divisional Delivery - Acquisition Lead and Head of BD and Divisional Delivery (and GMs/RMs) to equip them with the tools and knowledge.
- Drive a focused and integrated approach to ensure optimum conversion of prospective members through each journey stage from awareness through to new member enrolment.
- Continuously monitor KPI/metric performance with actuals and identify and co-ordinate both planned and agile responses and actions to address lags or issues in KPIs/metrics.
- Work with the Prospective Journey Squad and other business unit teams to continuously enhance a more relevant and integrated offer across each journey stage and segment.
- Support the clear articulation and delivery of the optimum offer for each prospective journey stage and segment and inspires next best actions to progress through the prospective lead funnel.
- Take a lead role, alongside the Acquisition Lead and Head of BD and Divisional Delivery, in briefing and monitoring the regular Acquisition Campaign delivered in conjunction with the Journey Marketing team.
- Drive CX-led best practice that continuously innovate and improve prospective member experience and KPIs/metrics.
- Take a lead role in the identification and implementation of key VoC Program activities for moments that matter within the Prospective Journey.
About you:
- Customer Experience (CX) practitioner/strategist/specialist - demonstrated experience working with cross-functional teams to create customer strategies and deliver CX-led solutions, innovation and service design that meet customer needs and achieve organisation KPIs
- Inspirational leader and manager - a motivating and enthusiastic team player who knows how to lead and inspire a team to co-create and deliver on their team strategy, plans and priorities - in partnership with other teams across the business.encouraging innovation, strategic influencing, planning - short and long-term, strategy vision and goal setting
- Passion for customer-led insights and seamless service and experience outcomes - a customer-first attitude and advocate, underpinned by deep experience in day-to-day operations and continuous insights-led improvement solving for granular customer pains and gains.
- Strong product management and value proposition nous - skilled in creating and maintaining a compelling product offer and experience based on customer need, market demand and business priorities
- Sales and lead conversion drive excited and motivated by the challenge to optimise conversion of customers through the lead funnel by continuously improving people, processes, systems, offer and experience
- Building relationships & interpersonal skills, results achievement, problem solving & decision making
- Technical - Service design, Business development, analytics, CX as a discipline mandatory.
This is a 14 month FTC with a view to permanency. If you are looking to be part of a great transformational story driving CX initiatives, best practice and taking full responsibility for the delivery of great customer journeys, then this could be a great fit. Reach out to Dani Easterbrook - Manpower Professional for a confidential discussion.
Candidates can be either based in Melbourne, Sydney, Adelaide or Brisbane
Closing Date: 30th May 2022
Dani Easterbrook
Senior Manager
Let's Connect
https://www.linkedin.com/in/dani-easterbrook-086b558/
+ 61 413 471 770
ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.
Aboriginal and Torres Strait Islander people are encouraged to apply.
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