Head of Customer Experience & Community Strategy

Davidson; Melbourne; On-site; AUD 150,000 - 210,000; Full time

Job summary

Greater Metropolitan Cemeteries Trust (GMCT) invites applications for an accomplished General Manager Customer Experience to lead the organisation's customer strategy and operations across metropolitan Melbourne. You will translate a bold CX agenda into practical, measurable improvements that support diverse communities with accessible, compassionate, and consistent service.

You will oversee the Contact Centre and Customer Administration, champion the voice of the customer, and collaborate with

Qualifications

• Senior customer experience leader with strategic and operational experience.
• Proven ability to translate insights into organisational priorities.
• Experience leading Contact Centre operations in complex organisations.

Responsibilities

• Lead enterprise-wide customer experience strategy and roadmap.
• Oversee Contact Centre and Customer Administration functions.
• Champion the voice of the customer across GMCT and translate insights into actions.

Skills

Leadership

Customer experience strategy

Change management

Stakeholder engagement

Job description

Greater Metropolitan Cemeteries Trust (GMCT) invites applications for an accomplished General Manager Customer Experience to lead the organisation's customer strategy and operations across metropolitan Melbourne. You will translate a bold CX agenda into practical, measurable improvements that support diverse communities with accessible, compassionate, and consistent service.

You will oversee the Contact Centre and Customer Administration, champion the voice of the customer, and collaborate with