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Manager Customer Experience


Any Industry
Source: uWorkin

Source: uWorkin


  • Significant role paving the way for a customer centric focus at all levels.
  • Contribute to an exciting time of change and a digital transformation milestone.
  • Attractive remuneration package – 3 year contract, supportive team culture.

Lead the strategic direction and business transformation that endorses customer focus and community engagement for a progressive Council.

About the Company

The City of Marion is one of the largest Councils in South Australia, serving more than 92,000 residents in Adelaide’s southern suburbs. They offer our community 160 different services while maintaining over $1 billion in assets. They pride themselves on innovation, achievement, respect and integrity and the satisfaction of knowing the work they do is helping improve residents' lives in this thriving community.

Role Overview

This leadership role will be engaged to develop, implement, and lead the customer experience strategy across various departments including Customer Services, Communications/Marketing, Community Engagement and Performance & Innovation. Reporting to the General Manager Corporate Services you will be a key driver in ensuring the implementation of customer centric systems and will work across the organisation in initiating and delivering a range of projects that allow an ongoing connection between internal stakeholders, the community, collaboration partners and the delivery of services in line with their expectations.

Working with the Manager Information Services, you will actively participate in the decision-making related to technology and lead Marion’s business transformation program including championing various improvement projects with measurable objectives around processes, productivity, and innovation. As part of your commitment to strategic leadership, you will proactively work with the executive and senior leadership teams to identify and deliver improvements in line with Marion’s vision, values, and strategic plan along with leading the Council’s engagement with elected members and the local community.

Key Requirements:

  • Proven ability to initiate, drive and embed a corporate customer experience improvement program.
  • Significant experience in working at a senior management level in a diverse organisation.
  • Extensive experience in leading and managing a complex department at a strategic level.
  • Demonstrated experience in the delivery of authentic corporate communications and marketing services.
  • Sound knowledge of community engagement practices and techniques.
  • Ability to think strategically, analyse complex situations, develop creative solutions and achieve outcomes.
  • Proficiency in the use of business IT applications including MS Office and modern presentation software along with an interest in technology and the positive impacts.
  • Sound financial management skills with demonstrated ability to interpret standard financial realities and reporting, including budgeting, profit & loss, cost benefit analysis and forecasting / projections.
  • Experience in successful community engagement.
  • Experience in working within a political environment
  • Postgraduate qualification in business, marketing, or other relevant discipline.
  • Current Driver’s License.

About the Person

The City of Marion are seeking an energetic and inspirational leader with a true passion for improving customer experiences and transforming organizations. To be considered for this role you will be a self-starter with exceptional communication skills and a proven ability to inspire staff and bring them along on a business transformation journey. Ideally, you will understand change management principles and possess skills in overcoming change resistance. You will encourage an innovative culture and will have demonstrated experience in making critical decisions whilst thinking broadly in a political and complex environment of ambiguity.

Please note, this position will require a flexible work schedule to meet deadlines for council reports, budget and maintenance programs. Some out of hours’ work including weekend and evenings will be required to meet with stakeholders and attend Council meetings.

For more information or for a copy of the Position Description, please contact Nicole Metcalfe on 08 7071 7273 or Nicole.metcalfe@harrisonmcmillan.com.au

Please note – all applicant resumes must be submitted in Word format only, applications close 9am Wednesday 21 April 2021.