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Customer Experience Lead

NPAworldwide Recruitment Network

Last Updated: 9/26/22

Job Description

Job description:

Customer Experience Lead
- Award-winning and industry recognised luxury holiday destination
- Discounted Friends & Family perks
- Dynamic and fun workplace culture
- Convenient St Leonards location
- Free gym

The Company
A well known Australian business in the hospitality industry. As one of Australias most popular holiday destinations, this 5 star luxury resort employs a large, diverse and skilled team of people - so there are plenty of opportunities for career growth and progression.


The RoleThe Customer Experience Lead role has a dual responsibility, including the collection and distribution of customer insights to the wider team,and the overall management ofCRM program.

This role is also responsible for creating and managing the messaging across Owned and Paidchannels including marketing campaigns, on-island customer touch points, company publications, website and advertising campaigns andideation for customer experience initiatives as well as the customer experience content action plan. This position ensures effectivecommunication and integration of customer content experience initiatives across the business.

- Collect key insights and define key messaging points through combined analysis of First Party Data, research and CX data
- Map customer and employee journeys to identify gaps and opportunities
- Use key insights to shape communications to assist Operations Team to assist with reducing customer friction
- Identify and develop compelling stories to excite and engage customers and employees across touchpoints
- Execute customer and employee engagement communications across multiple channels, including website, email, SMS, social and app content
- Manage the following areas daily: survey platform (Qualtrics) including reporting and analysis of CX and EX projects; Marketing
- Automation (Autopilot) and CRM platforms (Inntopia); report using data visualisation platform (Power BI)
- Complete report writing for the Executive Team, including CEO, General Managers and Group Head of HR, on CX and EX projects

The Customer Experience Lead
Among the attributes we will be looking for, youmust meet the following criteria:

- Degree in Marketing with a Data Science focus (Desirable)
- Experience working in a data-driven Marketing role in a large organisation (Desirable)
- Significant experience using marketing automation, CRM and data visualisation platforms (Desirable)
- Significant experience in using insights to shape visual and written messaging to fit customer needs and values (Desirable)

If this sounds like youplease submit your CV and covering letter as a single document via the link on this site. If you use LinkedIn to apply, please ensure your account settings allow a complete profile to be uploaded.

Only applicantswithcurrent unrestricted working rights in Australia will be considered.


Feel free to call Andrew Thoseby should you have any questions on 0438 074 774 - we'd prefer to be looking at your CV when we speak to you.

Qualifications:

- Degree in Marketing with a Data Science focus (Desirable)
- Experience working in a data-driven Marketing role in a large organisation (Desirable)
- Significant experience using marketing automation, CRM and data visualisation platforms (Desirable)
- Significant experience in using insights to shape visual and written messaging to fit customer needs and values (Desirable)

Why is This a Great Opportunity:

Do you like the idea of working for a company that is 100% Australian owned and invested in promoting the iconic Great Barrier Reef and Whitsundays?

A rare opportunity has arisen to work for Hamilton Island's Sydney office in the position of Customer Experience Lead.



Company Details

Grand Rapids, Michigan, United States
NPAworldwide connects you to premier independent recruiting firms located throughout Europe, Asia, Australia, Africa and the Americas. Get connected with members around the world to widen your employer pool, get specialized placements, and find perfect matches -- all at no cost. Our members are placement professionals seeking long-term fits. Working with our recruiters gets you access to relocatio...