General/Business Unit Manager (CEO & General Management)
Full time
The Opportunity As a strategic partner to the Chief Executive Officer and a key member of the Senior Leadership Team, the Chief Customer Officer will lead TripADeal's customer-focused strategies, driving customer experience and engagement across all channels, including marketing, contact centres, and digital products. The Chief Customer Officer will also ensure that commercial targets are achieved via seamless delivery of exceptional customer experience.
This role will advise the organisation, and own the development of a unified customer-focused strategy that integrates marketing, customer experience, and digital solutions. This strategy will position TripADeal for commercial growth through brand awareness, conversion, and long-term customer loyalty.
This full-time permanent position reports to the Chief Executive Officer and leads a passionate team of up to 7 direct reports, with up to 100 indirect reports.
This role will be based primarily from our HQ in Byron Bay while also being able to work across our Gold Coast office, offering flexible working hours. As an on-site business, an in-office presence is required in this role to foster connection, collaboration, and results.
A Day in the Life Develop and execute customer-centric strategies that align with the company's overall strategy and business objectives. Build and maintain strong relationships with key customers, partners, and stakeholders, ensuring exceptional customer satisfaction and loyalty. Develop and manage forecasts, budgets, and performance metrics, providing regular updates to the CEO, Finance and members of the senior leadership team. Ensure seamless integration and collaboration between marketing, customer contact centers, and digital teams to create a unified customer experience. Stay abreast of industry trends and best practices, continuously seeking innovative approaches to improve Total Transactional Values (TTV) and Departed Revenue. Develop and implement brand strategies to strengthen brand positioning, awareness, and reputation in the market and a customer-focused marketing strategy that supports both short-term performance and long-term brand equity growth. Oversee the management of digital assets (including the website), ensuring an optimised and personalised customer experience while increasing conversion and engagement. Drive a customer-centric digital strategy by leveraging customer data and feedback to improve the digital journey and enhance engagement. Lead efforts to enhance customer service through setting and managing SLAs, ensuring the contact centre meets or exceeds customer service performance benchmarks. Design and implement efficient sales systems and processes to streamline operations and maximise productivity. Provide clear direction and support to your direct reports and lead your team with a particular focus on ensuring the growth of TripADeal, the development of your team and developing a service culture. You will have Postgraduate qualifications in Customer Experience, Sales, Marketing or a related discipline. A minimum of 10 years in executive management roles with the ability to provide leadership and direction to the team. A proven track record of driving long-term growth, entering new markets, and achieving targets, while providing strong leadership in a fast-paced environment. Strong leadership experience in customer-focused roles, with oversight of marketing (including brand), digital, and customer service functions. Proven experience in driving customer experience transformations. Expertise in digital products, including website management, UX/UI design, and customer engagement platforms. Excels at people leadership, bringing strengths in supporting large teams through significant change as well as exceptional stakeholder engagement skills to drive consensus and collaboration across diverse stakeholders. Exceptional communication, interpersonal, and stakeholder management skills. Ability to lead cross-functional teams and drive results in fast-paced environments. Strong background in customer experience strategy development and implementation Demonstrated experience in building stakeholder relationships Strong communication and negotiation skills Ability to manage multiple projects simultaneously and lead change positively Strong travel market and industry knowledge Organised with the ability to prioritise and manage multiple projects simultaneously Successfully maintain a Qantas Security Background Check Passion for travel and industry knowledge is a plus! Why TripADeal? Competitive salary package, training & career progression Fun, casual work environment where shoes are optional Regular social get togethers Staff travel discounts on air travel, accommodation and holidays $1,040 per annum of Subsidised gym memberships & corporate Fitness Passport access Employee Assistance Program Savings and discounts on groceries, shopping, entertainment, and more Volunteer leave as part of giving back to the local community Generous parental leave support program See your next destination as Chief Customer Officer for TripADeal? Your future pathway is just one click away. Apply now!
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