Customer Experience Manager 12 months Maternity Leave

Role Purpose

The Customer Experience Manager 12month Maternity Leave) drives a customerfirst mindset across Hub Australia shaping strategies and solutions that enhance member experiences across all locations touchpoints and channels. This role is key in boosting retention increasing member satisfaction and driving new revenue streams by evolving Hubs customer experience strategy and offerings while ensuring exceptional service and operational excellence.

What were looking for:

Were seeking a visionary leader who is passionate about crafting unparalleled member experiences and driving operational success. If you thrive in a dynamic environment where no one day is the same every day brings an opportunity to inspire connect and lead this role awaits you.

What your daytoday will look like (but not limited to!:

• Lead and implement CX initiatives that align with business strategy and key performance goals.
• Champion a customerfirst mindset inspiring and influencing teams to deliver exceptional service.
• Manage and optimize customer sentiment tools (e.g. Qualtrics) to drive datadriven improvements.
• Ensure seamless member experiences across all locations from onboarding to departure.
• Oversee member engagement programs including events activations and community initiatives.
• Collaborate with internal teams landlords and partners to continuously evolve the CX strategy.
• Manage the national CX budget ensuring financial oversight and resource optimization.

What makes you successful:

Your ability to translate insights into action drive CX strategy and influence stakeholders will be key. Youll work closely with operations sales and partnerships teams to continuously enhance the customer experience while ensuring commercial success. Strong leadership problemsolving and stakeholder engagement skills will help shape Hubs CX strategy and make a meaningful impact on the business.

Qualifications :

Were Looking For Someone Who has:

• 5 years of experience in Customer Experience in hospitality hotels property or premium servicebased industries.
• Experience with customer insight tools (e.g. Qualtrics) is required.
• Experience implementing and optimizing technology solutions to enhance customer experience.
• Proven ability to lead CX strategy and drive service innovation.
• Strong stakeholder engagement skills with the ability to influence and collaborate across teams.

Additional Information :

Rewarding You

• Immerse yourself in a vibrant dynamic and joyous team atmosphere
• Join ranks with some of Australias top organisations certified as a Great Place to Work
• Contribute to a B Corp and certified carbonneutral organisation committed to making a positive impact on society and the environment
• Achieve a balanced lifestyle through our comprehensive wellness programme and lifestyle fund as well as birthday leave
• Expand your skills and career trajectory with our personalised training and professional development offerings
• Support to make a social and environmental impact with paid volunteer leave each year

Keen to join but dont tick all the boxes Apply Anyway!

We understand that skills and potential dont always fit neatly into a checklist. If youre passionate about this role but dont meet every single requirement we still want to hear from you. Your unique experience and enthusiasm could be just what were looking for!

At Hub Australia we are dedicated to building a diverse inclusive and equitable workplace. We believe that our strength lies in our differences and we are committed to providing an environment where everyone is welcomed respected and supported. We encourage applicants of all backgrounds identities abilities and experiences to apply as we strive to reflect the communities we serve.

Remote Work :

No

Employment Type :

Fulltime