General Manager Customer Experience
Core
Lead enterprise-wide customer experience strategy and operations for a not-for-profit cemetery and memorialisation service provider.
Role type
Senior General Manager Customer Experience
Builds
Enterprise-wide customer experience strategy, Contact Centre operations, and customer administrative functions
Domain
Not-for-profit / Public sector / Cemetery and memorialisation services
Required skills
Strategic leadership, Contact Centre operations management, Customer journey design, Service improvement, Data and insights analysis, Stakeholder influence
Preferred skills
Experience in complex multi-site organisations, Community engagement, Cultural understanding
Technologies
Contact Centre systems, Customer feedback tools, Data analytics platforms
Responsibilities
Develop and implement enterprise-wide customer experience strategy, Lead Contact Centre and Customer Administrative functions, Champion the voice of the customer through feedback and research, Influence strategy and investment decisions, Build capability and ownership of customer-centred thinking across the organisation
Seniority
Senior, strategic and operational leadership