Manager Community Engagement and Experience
Our client is looking for an innovative senior leader with strong business acumen and political awareness to enhance customer service and community engagement. The ideal candidate will excel in relationship-building, possess exceptional interpersonal and communication skills, and have expertise in areas such as Customer Contact Centre, Records Management, Media Marketing Communications, Customer Experience, Community Consultation and Engagement. Experience in complex, customer-centric environments is essential, along with a background in customer-focused strategy and crisis management. The role demands flexibility, a real hands-on approach, and strong people management skills to effectively support both the team and management.
Key Responsibilities
Lead teams, ensuring effective communication and high customer experience.
Innovate and pursue best practices across diverse areas.
Manage team performance and develop leadership skills.
Inspire leadership in customer experience, marketing, and information management.
Oversee budgets and business plans.
Provide strategic advice on politically sensitive issues.
Offer crisis communication and marketing advice.
Develop and execute the Customer Experience Strategy.
Create and manage high-level communication strategies.
Enhance community connections through technology and engagement.
Improve access to information for all stakeholders.
Manage systems for information and records.
Solve complex political and public issues for major projects.
Contribute to a positive organisational culture.
Develop a risk-aware culture and ensure safety and wellbeing.
Comply with legislative requirements and maintain employment screening checks.
Skills, Knowledge and Experience
The ideal candidate will possess an innovative mindset, strong business acumen, and a keen political awareness. They should be an authentic leader who excels in relationship-building and providing constructive feedback to help others reach their potential. Exceptional interpersonal, negotiation, and communication skills are essential, along with a commitment to customer service and community engagement. Proficiency in corporate technology and alignment with organisational values are also critical.
Candidates should possess expertise in key operational areas, including Customer Contact Centre, Records Management, Media Marketing Communications, Customer Experience, and Community Consultation and Engagement. Political awareness is essential for identifying emerging issues and managing relationships across various levels of government. Additionally, the ability to enhance the customer experience strategy through innovative approaches is highly valued.
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