Senior Manager, Customer Experience

Together, we can do great things

We shape leading experiences across office, retail, logistics and student accommodation.

We’re one of Australia’s largest property groups, managing $35 billion worth of assets across the country.

Our sustainable returns from investments come from focusing on what matters most to customers — a great experience and doing good. Every day, our people are driving positive impact for people, place and planet. They’re inquisitive, pioneering industry firsts and pushing new ideas to deliver exceptional outcomes.

This passion and expertise creates an employee experience that puts wellbeing, flexibility and opportunity first.

Come join us.

The role

Due to growth in the retail customer services space, GPT is looking for a Senior Manager, Customer Experience to join the national Retail Digital & Marketing team.

Working closely with the retail leadership cohort, the role is responsible for driving a ‘Customer Experience First’ culture across the retail portfolio, supported by effective policies and process frameworks which embed best practice customer-service centric behaviours.

The role serves as the primary advocate for customers, ensuring their needs are met, their experiences are exceptional and their loyalty is unwavering through the delivery of service initiatives. 

What you will be doing

• Taking a lead role in defining and implementing the customer experience strategy and vision. This involves setting a clear vision for customer service and engagement, aligning it with the company’s overall mission, values, and business objectives.
• Representing customer interests at a senior level and throughout the Retail business. Act as a liaison between customers and internal teams, ensuring that customer feedback, insights and pain points are addressed effectively.
• Creating exceptional customer experiences across all touchpoints. This involves understanding customer journeys, identifying areas for improvement, and implementing strategies and services to enhance customer satisfaction and loyalty. Work closely with cross-functional teams to align processes, products and services with customer expectations.
• Enhancing metrics for defining the relationship with and understanding our customers. Leveraging data analytics, using customer feedback, behavioural data and market trends to gain valuable insights and enhance capability. These insights inform strategic decision-making, product development, and marketing strategies, helping to optimise customer acquisition and retention efforts.
• Driving customer success by developing and implementing programs, services and experience that help customers achieve their desired outcomes and the they value. This includes onboarding initiatives, ongoing support, proactive communication and monitoring customer metrics. This role plays a key role in customer retention efforts, reducing churn rates, and maximising customer lifetime value.
• Leading with insights, you will  facilitate the development of the accountability action chain, establishing the approaches and implementation of metrics to understand customer loyalty and return on investment (ROI) for service initiatives.
• Collaborating with cross-functional teams to ensure alignment towards customer-centric experience goals. Foster a culture of customer-centricity, promoting empathy, accountability, and a shared commitment to delivering exceptional customer service experiences.

What makes you stand out

You will be a strong leader, with significant experience building effective, high-performance cultures that focus on improving the customer experience,  within a complex, customer service driven organisation.

You will possess strong interpersonal and communication skills with the ability to develop effective relationships and influence differing stakeholders groups and be able to articulate and operationalise strategic plans.

You will have the capability to direct and monitor the implementation and effectiveness of service and experience programs and can transform service delivery culture, processes and tools.

This role would suit a creative thinker, who is able to interpret data and use it to create valuable insights and who enjoys fostering teams towards ’best practice’ customer experience and service delivery programs.

What makes us stand out

We value our people

• Enjoy flexible working arrangements and generous leave options.
• Experience market-leading parental leave benefits including 22 weeks paid leave for either carer and childcare allowance once you return to work.
• Embrace diverse and challenging career opportunities, supported by our dedicated Learning & Development Team committed to your growth.
• Engage in comprehensive Wellbeing programs and benefit from market-leading policies and support tailored to diverse needs.
• Be recognised by peers through nomination awards and take part in our generous Employee Referral Program.

We know the power of a great experience

• Ranked 5th in the 2024 Gender Equality Global Report released by Equileap.
• Achieved number 2 real estate company in S&P Global Sustainability Assessment.
• Earned a silver ranking in Australian Workplace Equality Index (AWEI) for LGBTQIA+ inclusion.
• Awarded our fourth consecutive Employer of Choice for Gender Equality citation from the Workplace Gender Equality Agency (WGEA) in 2021-2023.
• Accredited Family Inclusive Workplace™.
• Committed to our second Stretch Reconciliation Action Plan (RAP).

Everyone counts

GPT offers an inclusive workplace culture and embraces people with diverse perspectives, skills and backgrounds. We welcome applications from First Nations candidates, members of the LGBTQIA+ community, people living with disability and people of diverse ages, cultures and backgrounds. 

Let’s get started

If this role sounds like you, we want to hear from you. Go for it!

Click on “Apply” to submit your application and Mandy McComb from the Talent Acquisition Team will be in touch.