Head of Customer Experience

Lifestyle Group Real Estate; Port Macquarie; In loco; AUD 150.000 - 190.000; Tempo pieno

Descrizione del lavoro

Lifestyle Group is seeking a Head of Customer Experience to lead development and execution of a superior customer journey across its real estate network in NSW, Australia. This senior role collaborates with Sales, Property Management, Holidays and Commercial teams to embed a customer-first culture and drive continuous improvement.

You will be responsible for shaping strategy, overseeing feedback programs, and leveraging technology to enhance service delivery while mentoring teams to deliver

Competenze

• Minimum three years' experience in a Customer Experience, Customer Service Management or similar leadership role.
• Bachelor-level qualification in Business/Marketing/Customer Experience or related discipline.
• Demonstrated ability to develop and implement customer experience strategies and improvement initiatives.

Mansioni

• Develop and implement a group-wide customer experience strategy aligned with Lifestyle Group's objectives and values.
• Establish consistent customer service standards and champion a customer-first culture across all offices.
• Lead senior stakeholders to drive accountability for customer experience outcomes.
• Map, review and optimise the end-to-end customer journey across Sales, Property Management, Holidays and Commercial.

Conoscenze

Leadership

Customer experience strategy

Stakeholder management

Communication

Analytical thinking

Project management

Formazione

Bachelor's degree in Business/Marketing/Customer Experience

Strumenti

CRM software

Data analytics tools

Descrizione del lavoro

Location: Lifestyle Group | Mid North Coast & Northern Rivers NSW

Work Type: Full-Time

Lead the customer experience. Shape the journey. Make a lasting impact.

Are you passionate about creating exceptional customer experiences and transforming the way businesses connect with their customers?

Lifestyle Group is seeking an experienced and forward-thinking Head of Customer Experience to lead the development and delivery of an outstanding customer experience across our growing real estate network.

Operating across the Mid North Coast and Northern Rivers of NSW, Lifestyle Group brings together almost 300 team members across multiple offices, providing residential, commercial, holiday and lifestyle property services.

This is an exciting opportunity to take ownership of the end-to-end customer journey, working collaboratively across Sales, Property Management, Holidays and Commercial to strengthen customer relationships, improve service delivery and ensure every interaction reflects our commitment to exceptional service.

About the Role

As Head of Customer Experience, you will develop, implement and continuously improve the customer experience strategy across Lifestyle Group.

Working closely with business leaders and department teams, you will identify opportunities to improve processes, strengthen customer relationships and create a consistent experience across our offices and departments. You will be the voice of the customer, ensuring feedback, expectations and insights influence business decisions and ongoing improvement.

Key Responsibilities

Customer Experience Strategy & Leadership

• Develop and implement a group-wide customer experience strategy aligned with Lifestyle Group's business objectives and values.
• Establish consistent customer service standards and champion a customer-first culture across all offices and departments.
• Work with senior leaders and department managers to drive accountability for customer experience outcomes.
• Map, review and optimise the end-to-end customer journey across Sales, Property Management, Holidays and Commercial.
• Identify service gaps, improve customer touchpoints and develop consistent service frameworks and procedures.
• Review communication processes to ensure customers receive timely, proactive and meaningful updates.
• Identify opportunities to personalise interactions and strengthen long-term client relationships.

Customer Feedback & Continuous Improvement

• Develop customer feedback and satisfaction measurement programs, including surveys, reviews and feedback channels.
• Monitor customer satisfaction, analyse trends and translate insights into practical business improvements.
• Oversee escalated customer complaints and ensure matters are resolved professionally and constructively.
• Identify opportunities to streamline processes and leverage technology, systems and automation to improve the customer experience.
• Monitor industry trends and measure the effectiveness of customer experience initiatives.

Team Engagement & Development

• Develop customer service training, resources and tools to build capability across the business.
• Work with department leaders to embed customer experience expectations into everyday team practices.
• Promote a culture of ownership, accountability and continuous improvement.

About You

You are a strategic thinker who is equally comfortable reviewing business-wide processes, analysing customer feedback and working directly with teams to implement meaningful improvements.

You understand that exceptional customer experience requires strong leadership, clear processes, effective communication and a genuine commitment to understanding customer needs.

You will ideally bring:

• A genuine passion for customer experience and service excellence.
• Strong strategic thinking and the ability to turn ideas into practical outcomes.
• Excellent communication, interpersonal and relationship-building skills.
• The ability to influence and collaborate with stakeholders at all levels.
• Strong analytical, problem-solving and project management skills.
• A proactive approach to continuous improvement and driving positive change.
• Minimum three years' experience in a Customer Experience, Customer Service Management or similar leadership role.
• Relevant university degree or tertiary qualification in Business, Marketing, Customer Experience, Management or a related discipline.
• Demonstrated experience developing and implementing customer experience strategies and improvement initiatives.
• Proven ability to analyse customer feedback and performance data to drive improvements.
• Experience working collaboratively across multiple teams or departments.
• Experience within the real estate, property, hospitality or service-based industries will be highly regarded.

Why Join Lifestyle Group?

At Lifestyle Group, we believe our people are at the heart of everything we do. We are a growing regional business that values relationships, embraces change and is passionate about creating opportunities for our people and communities.

Our culture is built around:

Growth Mindset

We encourage learning, development and continuous improvement.

Relationship Focused

We believe great relationships are the foundation of success.

Thrive on Energy

We bring enthusiasm, positivity and passion to what we do.

Embrace Change

We are open to new ideas and always looking for better ways of doing things.

Human First Approach

We recognise that people matter, both our customers and our team.

This is an opportunity to join a business where you can make a genuine difference, influence the way we work and help shape the future of customer experience across an established and growing regional organisation.

Ready to Make an Impact?

If you are passionate about customer experience, enjoy driving positive change and are ready to take ownership of a business-wide customer journey, we would love to hear from you.