Head of Customer, Office

IT Governance; Cambridge; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading property management group in the UK is seeking a Head of Customer to lead the customer strategy for their $5.8 billion Office business. The successful candidate will develop data-driven strategies and manage brand initiatives, contribute to innovative technology solutions, and lead a team of experts while engaging stakeholders to drive positive customer experiences. This role emphasizes flexibility and inclusivity, offering market-leading benefits.

Benefits

Flexible working arrangements

Generous parental leave benefits

Comprehensive Wellbeing programs

Career development opportunities

Employee Referral Program

Qualifications

• Proven track record in diverse customer-focused roles such as marketing, sales, and technology.
• Experience in property, flexible workspace, or another B2B sector is advantageous.
• Exceptional communication skills with capability to influence stakeholders.

Responsibilities

• Develop and implement a customer strategy for the Office business.
• Manage brand architecture and ensure alignment with the customer strategy.
• Lead a team of customer and marketing professionals for optimal outcomes.

Skills

Customer strategy development

Data analysis

People leadership

Stakeholder engagement

Job description

Social network you want to login/join with:

We shape leading experiences across office, retail and logistics.

We’re one of Australia’s largest property groups, managing $32 billion worth of assets across the country.

Our sustainable returns from investments come from focusing on what matters most to customers — a great experience and doing good. Every day, our people are driving positive impact for people, place and planet. They’re inquisitive, pioneering industry firsts and pushing new ideas to deliver exceptional outcomes.

This passion and expertise create an employee experience that puts wellbeing, flexibility and opportunity first.

The role

We are seeking a highly motivated and creative Head of Customer to establish and manage the national customer strategy for our diverse, $5.8b Office business. This is a broad leadership role encompassing brand, marketing, customer strategy and experience, technology solutions and thought leadership.

What you will be doing

• Developing and implementing a clear, data-driven customer strategy and aligned brand value proposition to deliver a consistent and exceptional customer experience across the Office portfolio.
• Partnering with one of Australia’s leading universities to provide bespoke research and thought leadership on flexible workspaces and the future of work.
• Proactively managing the brand architecture across the Office portfolio, ensuring alignment with the brand value proposition and customer strategy.
• Working with our technology team to manage the delivery of innovative technology solutions that meet the needs of flexible workspaces and hybrid working.
• Leading and further developing a team of customer and marketing professionals to deliver exceptional outcomes that align with our corporate mission of Experience First.
• Expertly building strong working relationships with a broad range of internal and external stakeholders.

What makes you stand out

This is an outstanding opportunity for a highly motivated and engaging executive with a proven track record in a range of diverse customer focussed roles such as marketing, sales, brand, product development, innovation and technology. Experience in property, flexible workspace or another B2B sector would be advantageous.

You will relish analysing and understanding customer behaviour and can demonstrate the ability to apply that knowledge to successfully develop customer strategy, new products and services, as well as improving processes to meet their needs and deliver value.

With exceptional communication skills, you will be an experienced people leader with the ability to engage with, and influence, stakeholders from across the business to deliver seamless customer experience and strong commercial results.

What makes us stand out

• Enjoy flexible working arrangements and generous leave options.
• Experience market-leading parental leave benefits including 22 weeks paid leave for either carer or childcare allowance once you return to work.
• Embrace diverse and challenging career opportunities, supported by our dedicated Learning & Development Team committed to your growth.
• Engage in comprehensive Wellbeing programs and benefit from market-leading policies and support tailored to diverse needs.
• Be recognised by peers through nomination awards and take part in our generous Employee Referral Program.

We know the power of a great experience

• Ranked within top 10 organisations globally by Equileap in its global report on gender equality.
• Achieved number 1 real estate company in S&P Global Sustainability Assessment.
• Earned a gold 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.
• Committed to our second Stretch Reconciliation Action Plan (RAP).

We embrace diversity and inclusivity.

As an equal employer, we encourage applications from people of all ages, nationalities, abilities, cultures, sexual orientations and gender identities. This includes Aboriginal and Torres Strait Islander peoples, the LGBTQIA+ community and people living with disabilities.

If this role sounds like you, we want to hear from you. Go for it!

Click on “Apply” to submit your application and Darryl Mills from the Talent Acquisition Team will be in touch.