Greater Metropolitan Cemeteries Trust | Chief Customer Officer | Australia

vor 1 Monat

Central Coast, Österreich The Greater Metropolitan Cemeteries Trust Vollzeit

Greater Metropolitan Cemeteries Trust – Fawkner VIC
About the role
The Greater Metropolitan Cemeteries Trust (GMCT) are seeking to appoint a Chief Customer Officer (CCO), reporting into the Chief Executive Officer and working closely with the Chief Digital Officer and Chief Operations & People Officer. The CCO is the champion of the customer experience. The CCO must have a solid understanding of the customer and be able to articulate the GMCT brand and value proposition across all audiences and through appropriately defined channels and touchpoints.
The CCO drives the organisation's entire CX strategy and is responsible for the development of comprehensive CX implementation plans to elevate experiences across the customer journey. The CCO must maintain an enterprise-wide perspective in the development of strategies and be able to positively influence and empower teams with the tools they need to deliver enhanced customer experiences and maintain a continuous improvement mindset in relation to delivering value to customers.
Critical to the CCO success is:
Articulating the organisation's value proposition and ensuring GMCT's ongoing relevance to the diverse communities served Gaining critical insights via strategic community engagement initiatives is imperative The establishment of a robust integrated data mechanism (including demand profiling, key demographics, available land modelling, inventory at hand and in the pipeline, revenue aspirations etc.) to provide visibility of the organisation's current and future ability to meet the community's needs and to enhance GMCT's capability to effectively plan over the mid-longer term. The championing of the GMCT brand, including evolving it as required and effectively utilising it in a consistent and considered manner to grow brand awareness, educate, influence customer choice and enhance the experience across all channels and touch points. Contemporary and a forward-thinker, the CCO will work collaboratively with internal and external stakeholders to build communication insights, leverage data, trends, customer intelligence and feedback and the identification of customer improvements to validate emerging trends and position GMCT to better enhance customer and community experiences, products and choice to meet current and evolving customers' needs.
This is a business that is closely attuned to its values: Compassion, Respect, Integrity and Sustainability, with Customer Experience, Marketing and Communications as recognised and core factors to its ongoing success. The successful candidate will be a commercial yet an authentic and compassionate leader with extensive experience managing customer-facing teams, have exceptional stakeholder engagement skills and experience, and a growth-oriented approach.
About you and what you will bring
A relevant tertiary qualification and/or post graduate qualifications in Marketing, Communications, Customer Experience or other related discipline with significant high-level generalist community engagement experience or an equivalent combination of training and/or experience. Extensive relevant senior executive experience in business operations, business development, leadership and project delivery, customer and industry intelligence, consumer insights leadership. Extensive relevant senior executive experience in media and communications. Demonstrated experience in the leadership of people and performance standards that enable successful achievement of the organisation's strategic plans and objectives. Demonstrated experience across governance regulations and compliance frameworks. How to apply:
Please ensure you include a cover letter as part of your application. We would like to know why you are interested in the role, and how your skills, knowledge, experience and qualifications are applicable to the role.
Applications close 2 December 2024
For a confidential discussion, please contact Aleksia Cosic on 0438 843 ***.
Please apply via our careers site by following the link below:

This position requires the successful candidate to undergo a pre-employment medical, police check and values testing. You may be asked to provide proof of vaccination.
GMCT is a Supportive Employer of Australian Defence Force Reservists.
GMCT is an Equal Opportunity Employer.
We encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander people, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support accessibility needs - so reach out to us at ******.
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