Cbus Property Hiring for Head of Customer at Melbourne, Victoria, Australia Full Time

Cbus Property is seeking a passionate customer centric leader to build and lead our newly established Customer function in the role of Head of Customer, with responsibility to drive the delivery of the enterprise Customer Strategy and Cbus Property’s customer-first transformation.

You will be responsible for developing a customer-centric culture, driving the customer strategy and will have ing responsibility for the Strategic Brand & Marketing function to ensure customer-centric marketing strategies align with the customer experience.

The Head of Customer will be responsible for the integrated Customer Experience across all touchpoints – physical, digital, and human – with the goal of building meaningful and enduring relationships with our customers in an elevated, personalised, and high-value way, that is uniquely Cbus Property.

About Us

Cbus Property is a wholly owned subsidiary of Cbus, the industry superannuation fund for the construction, building and allied industries with funds under management exceeding $73 billion on 31 December 2022.

Cbus Property has responsibility for the strategic performance and management of all aspects of the Cbus direct property investment business, including major investments and developments in the commercial and residential sectors. The property portfolio currently exceeds $6.0 billion, with a further $5.0 billion of development work ‘in hand’, making Cbus Property one of Australia’s leading integrated property investors.

Cbus Property prioritises the delivery of exceptional places and experiences for our diverse range of communities and customers. We seek to develop deep and enduring customer relationships and to co-create possibilities that unlock the true value of property partnerships.

Key Responsibilities

• Develop and implement a customer-centric vision and strategy, aligned to the business’ overall goals and objectives, at the Corporate, Functional Area, Project, and Asset levels.
• Champion the voice of the customer serving as a primary customer experience thought-partner for senior leaders – advocating for the needs of the customer and driving customer-centric decision-making through all levels of the business.
• Collaborate with leadership to drive organisational change and business transformation towards a customer-centric culture and ways of working.
• Oversee the delivery of customer-centric initiatives across the organisation, ensuring customer satisfaction, retention and advocacy are achieved. Prioritise initiatives according to those which have the greatest impact/value.
• Build and lead a highly engaged Customer team, fostering an ethos of accountability, continuous improvement, and innovation. Collaborate with business leaders to design the vision for the Cbus Property customer experience across all touchpoints and define our experience baseline.
• Develop and implement customer segmentation strategies to tailor and personalise offerings to specific customer needs.
• Lead the Strategic Marketing function to develop and implement marketing strategies to enhance the customer experience.
• Collaborate with Innovation to lead the strategy for our elevated and differentiated services and experiences – the programs that connect, engage, and strengthen the relationships with our best customers.
• Foster strong relationships with key customers, serving as a trusted advisor and escalation point for critical issues or concerns.
• Driving and leveraging customer knowledge and analytics to support overall customer experience strategies and effectively collaborate with business teams to integrate customer insights across the value chain, applying insights into action.
• Establish and track key performance indicators (KPIs) to measure the health of customer relationship and customer experience, regularly ing on customer health, satisfaction, and value.
• Provide ing to board, executives, and other stakeholders on key customer metrics (NPS, Complaints, etc)
• Drive strategic approaches to third party partnering to increase the strength of Cbus Property’s customer relationships, improve customer outcomes, and to deliver more value.
• Working holistically, build the standards, processes & systems to underpin and enable the efficient and consistent delivery of differentiated experiences.
• Stay informed about industry trends, emerging technologies, and best practices in customer experience to drive innovation and continuous improvement.

What we are looking for

The Head of Customer will be an accomplished executive/ senior leader who will build, and lead the Customer team, with responsibility to drive the delivery of the enterprise Customer Strategy and Cbus Property’s customer-first transformation.

Key Skills and Experience

• A degree in business, marketing, social sciences, strategic design, product management or a related field. An MBA or Postgraduate qualification would be well regarded
• Proven experience leading all facets of Customer, including data & insights, strategy, brand & marketing, experience design, product development, customer relationship management, customer services and, customer measurement in both B2B and B2C environments.
• Prior experience leading, developing and coaching teams of various levels and an ability to lead cross-functionally through influence and build relationships
• Creative, innovative thinker who is able to apply structure, analytic rigor and business acumen to complex problems and translate into a vision, strategy and action plan aligned to business objectives
• Strong customer orientation and passion for delivering exceptional customer outcomes and can identify and anticipate customer wants and needs.
• In-depth understanding of customer success methodologies, customer lifecycle management, and customer experience best practices. Experience within the property sector or experience within a service industry is preferred e.g., hospitality, retail, healthcare etc.
• A strong background in data analytics, together with customer research, with experience using data and customer insights to inform decision-making and translating data/customer insights into growth opportunities.
• Ability to align and inspire our organisation and culture with changes in business strategy, organisational structure, business processes, and technology. Acts as a change agent to implement new and/or evolved strategies and excite partners to bring it to life for our customers.
• Outstanding written and verbal communication, storytelling and presentation skills for diverse audiences up to Board level and externally.
• Ability to juggle multiple projects and navigate a dynamic environment

What we offer

At Cbus Property we empower our people through an authentic culture of flexibility, diversity and inclusion. Our employees have access to an annual professional development allowance, wellbeing allowance, healthy onsite snacks, social events, salary packaging (vehicle) and an annual whole company offsite. Staff are also eligible for an annual bonus, based on company and individual performance.

How to Apply

Please submit your CV and cover letter via LinkedIn or email to [email protected] by 28 July

Applicants must have permission to work in Australia

Cbus Property is committed to creating a diverse environment and is proud to be an equal opportunity employer