Head of Customer Experience & Growth

Morgan Consulting; Sydney; Sur place; AUD 120 000 - 160 000; Plein temps

Résumé du poste

Morgan Consulting is partnering with a growing luxury and financial services business to appoint a Customer Experience Manager. You will lead a team of about 12 customer-facing professionals across onshore and offshore operations, guiding customers from enquiry through to conversion and policy issue.

This leadership role focuses on creating the environment, coaching and performance culture that enables your team to succeed, balancing commercial performance with customer outcomes, service quality

Qualifications

• Proven track record leading teams to achieve commercial and customer outcomes.
• Experience managing teams across multiple locations, including remote or offshore operations.
• Strong people leadership, coaching, and performance management.
• A customer-first mindset with strong commercial instincts.
• Excellent communication and stakeholder relationship skills.

Responsabilités

• Lead and develop a high-performing onshore and offshore customer relations team
• Own new business revenue, conversion and customer acquisition performance
• Build a culture of accountability, engagement and continuous improvement
• Coach team members to improve sales capability, productivity and performance
• Set and maintain high customer experience standards across all channels
• Drive performance through clear KPIs, reporting, forecasting and regular performance rhythms
• Identify opportunities to improve customer journeys, processes, systems and ways of working
• Ensure service quality, process discipline and compliance standards are consistently maintained
• Partner with senior stakeholders to align revenue growth with customer and business outcomes
• Build capability within the team through structured coaching, feedback and development

Connaissances

People leadership

Customer experience

KPIs & performance

Coaching

Cross-functional

Data-driven

Communication

Description du poste

Morgan Consulting is partnering with a growing luxury and financial services business to appoint a Customer Experience Manager. You will lead a team of about 12 customer-facing professionals across onshore and offshore operations, guiding customers from enquiry through to conversion and policy issue.

This leadership role focuses on creating the environment, coaching and performance culture that enables your team to succeed, balancing commercial performance with customer outcomes, service quality