HEAD OF MARKETING, CX & PARTNERSHIPS
SHK ·www.shk.com.au
Apply direct- Trusted services organisation backed by high profile brands
- Drive B2B and B2C customer engagement, CX and commercial outcomes
- Support exciting new future strategy and vision
About the organisation
This organisation provides critical B2B and B2C customer services and rewards across Australia. With a vision to continue to support millions of customers now and in the future, the organisation has launched a new strategy integrating its services through leveraging data, digital and AI capabilities. Drawing on unique national strengths across its services, and responding to a market where integrated solutions and digital-first experiences are increasingly critical, it will deliver a clearer customer proposition, stronger unified brand, deeper customer relationships, and customer experiences that are simpler, more connected and more valuable.
About the role
Reporting to the Chief Customer Officer and leading a team, the Head of Marketing, CX & Partnerships will develop and deliver B2B and B2C marketing, CX and partnership initiatives that drive customer growth, engagement and commercial outcomes. The role is accountable for brand and campaign performance, customer insights, partner relationships, and the continuous improvement of the end-to-end customer journey and experiences. This includes managing brand strategy, ensuring a consistent and differentiated market position, integrated marketing strategies that drive customer acquisition, retention, engagement and revenue growth, leveraging customer and market insights to identify growth opportunities, and leading strategic partner relationships. The appointee will define and implement the CX strategy across the customer journey, overseeing customer journey mapping. Collaborating with stakeholders across the organisation, the role ensures a consistent customer proposition, data-driven decision making, and a simplified, customer-centric operating model that delivers value for customers, partners and the organisation.
About you
You are a customer centric B2B and B2C marketing and CX leader, with experience in best practice service organisations, driving change and transformation. With the ability to inspire, develop and empower high-performing teams, you are a strategic thinker, passionate about understanding customer needs and creating seamless, value-adding customer experience. You are highly commercial and in sync with growth drivers, revenue generation, ROI and business performance. Underpinning your best practice marketing pedigree, is your proven ability to establish and maintain trusted relationships with partners, senior stakeholders, and industry, influence outcomes and align diverse stakeholders, lead organisational change, challenge existing practices, and drive continuous improvement using customer insights, market intelligence and data to inform decisions and measure success. Your drive for results and passion for the customer, will see you thrive in this transformational opportunity, enhancing customer value, strengthening partnerships, and driving commercial growth.
How to apply
Click ‘Apply’ to submit your CV. For more information prior to application, please contact Dalia Klein at SHK on 0401 000 499 quoting reference 3649367. Direct and third-party applications will be forwarded to SHK.