Head of Sales Support

Join to apply for the Head of Sales Support role at REA Group . Responsibilities Lead a high impact team that powers our Sales org and champions our customers. Own day-to-day service excellence while setting strategy for an outstanding, cohesive employee and customer experience. Drive digital transformation – unlock efficiencies, automate workflows, and deliver best-in-class, always‑on tooling for internal teams and customers. Lead and mentor a diverse team of Sales Support Managers. Permanent role (Sydney, Melbourne or Brisbane). Strategic Planning, Business and Team Leadership: Commercially minded leader able to balance business objectives with customer needs; proven track record of fostering a collaborative, high‑performance culture across diverse geographies and teams; experienced in building team capability through leading Leaders – providing coaching, training, and performance management, while leveraging SME and enablement support; collaborate with Sales, Success and GTM leadership to align support activities with sales and channel strategies, product priorities and performance targets; co‑create and implement consistent sales processes, policies and procedures in partnership with Heads of Relationship Management, Specialist Sales and Success. Strategic Vision and Channel Experience: Develop and execute the Sales Support strategy aligned with CSO’s vision to deliver exceptional, scalable support and operations experiences that drive loyalty; establish and embed strategies to maximise engagement and satisfaction with both Sales and Customers; partner with Customer Enablement to ensure core tech platforms deliver on strategic goals and service benchmarks; work closely with peers and leaders across CSO, Sales and the wider Customer team to ensure focus on the highest‑impact priorities. Operational Efficiency and Reporting: Streamline and manage sales processes to improve customer and employee experience, leveraging automation and AI where appropriate; partner with GBS to recruit, onboard and manage offshore teams, ensuring alignment and seamless cross‑geography operations; provide data‑driven insights and reports with actionable recommendations to senior leadership, highlighting performance gaps and opportunities to enhance CSAT and CX, including automation of single‑touch resolutions and scaling personalised service offerings. Customer Operations and Cross‑Functional Collaboration: Collaborate with Product teams to identify and embed automation opportunities at the product delivery stage, improving efficiency and service quality; partner with Sales leaders and Customer Excellence to resolve systemic customer pain points within Sales and Sales Support; act as an escalation point for complex queries in coordination with Sales Support Managers and Sales Leadership; maintain high standards of customer service by regularly calibrating team performance with Sales Leadership and addressing gaps; work closely with Marketing, GTM, Product, Enablement, Capability, Sales and Success to deliver a cohesive approach that helps customers unlock value from REA solutions; participate in working groups or steering committees targeting key business challenges or strategic opportunities. Qualifications Strong commercial acumen – comfortable discussing financials and evaluating opportunities for growth and operational improvement. Strategic mindset – able to analyse complex information to shape a strategic direction for customer experience initiatives and articulate opportunities clearly and concisely. Curiosity and a strong customer focus – adept at engaging with both internal and external customers, understanding their needs, and being proactive in problem‑solving. Eagerness to challenge the status quo positively and constructively to drive employee and customer experience enhancements. Effective communication and influencing skills – relatable and able to engage users, customers, and internal teams to navigate challenges and align on goals. Proven track record of managing relationships with multiple stakeholders and clearly communicating business priorities and requirements. High initiative, adaptability, and problem‑solving prowess, able to thrive in a fast‑paced, dynamic environment. Team‑oriented with a “can‑do” attitude, ready to roll up your sleeves and tackle challenges alongside your team. Experience collaborating with external partners. Experience in a customer experience, sales, support and enablement role – ideal. The REA Experience The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. Perks & Benefits A hybrid and flexible approach to working Flexible leave options including birthday leave and the ability to purchase additional leave Flexible parental leave offering for primary and secondary carers Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity Hackdays so you can bring your big ideas to life Our commitment to Diversity, Equity, and Inclusion We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. Join our Talent Neighbourhood Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn’t right? You should join our Talent Neighbourhood Seniority Level Director Employment Type Full‑time Job Function Business Development and Sales Industries Technology, Information and Media #J-18808-Ljbffr