General Manager Customer And Community Experience

Suncare is committed to "Making People's Lives Better".  We do this through providing innovative personal solutions that support people to live their life, their way.  We are a Queensland based not-for-profit community services organisation and as a values-based organisation we want our staff to reflect the values that we live by:

Innovative | Inclusive | Agile | Respectful | Authentic | Collaborative | Empathetic

Our customers are at the heart of everything we do and the experience they enjoy is critical to the success of our organisation. Every day, Suncare employees are making a difference to real people and making people's lives better.

Right now, Suncare is transforming – and it’s exciting! There is a significant reform agenda for the Aged Care sector and Suncare is readying for success. This opportunity places you in the unique position to truly make a difference to how we care for older Australians; being part of a team that will reimagine Aged Care.

As a key member of the Executive Leadership Team, the General Manager Customer and Community Experience will lead and oversee all aspects of the customer journey to deliver exceptional customer experiences, driving engagement and loyalty.

As General Manager Customer and Community Experience, you will blend ‘hands on engagement’ with high level complex strategic projects, to ensure our customer experiences are at the forefront of everything we do, and that our overall strategic direction is aligned with our changing environment, positioning us well for the future. 

Please note, this role is based in our Maroochydore, Sunshine Coast office and will require regular on-site attendance.

More about the role:

Reporting to the CEO you will:

• Develop, implement, and fine-tune a comprehensive Customer Experience Strategy as an industry leader promoting Suncare to be a customer’s first choice for services.
• Collaborate with cross-functional teams, leading the discovery and design of customer value propositions, brand and digital experiences using a wide range of employee experience, customer experience and service design techniques to inform the moments that matter across the end-to-end customer experience.
• Understand the broader business environment and provide expert and informed analysis and strategic advice to ongoing operations and decisions.
• Initiate and implement improvements in processes, procedures, and services to enhance operational and service quality.
• Lead the development of the workforce with an emphasis on quality, continuous improvement, employee retention, development, and high performance.
• Develop, implement, and fine-tune a comprehensive Community Connection Strategy that builds our brand and maximises word of mouth referrals within the communities we operate within.
• Lead the marketing team and oversee strategic planning and execution of all brand development and activity, marketing activity.

What you will bring to our team:

• Tertiary qualification in Business Administration, Marketing, Innovation Management, Design or related field.  
• Project management experience, with the ability to manage multiple initiatives simultaneously and deliver results within deadlines. 
• Proven Experience in a senior leadership role focused on Customer Experience. 
• Illustrated capacity to build, lead, and inspire a high-performing customer experience culture across the business.
• Evidence of a visionary mindset to develop and implement a comprehensive Customer Experience Strategy aligned with overall business goals. 
• Demonstrated data-driven mindset with the ability to analyse customer data and feedback to derive insights. 
• Excellent communication and interpersonal skills, with the ability to engage and influence internal and external stakeholders. 
• Creative thinking and problem-solving abilities, with a passion for exploring new ideas and driving change.

What we offer:

At Suncare our people really are our greatest asset. We offer:

• NFP Salary packaging benefits 
• Flexible working options (including the opportunity to work from a regional office; our Business Support Centre being in Maroochydore)
• Work in a supportive environment that values all voices 
• Fitness Passport and health and wellbeing programs
• Comprehensive induction plus ongoing training and development
• Employee Assistance Program
• To be part of a dedicated team in a rewarding, growth industry

Apply now!

Ready to join our team of over 650 staff and 175 volunteers? Please apply by following the link and including your resume and a cover letter.

As part of the recruitment process, you may be requested to undertake background checks such as criminal history, pre-employment medical, demerit point/driving history and reference checks. As a key member of the Executive Leadership Team, you will also need to meet key personnel requirements.  

We collect, use, disclose, store, secure, manage and dispose of your personal information in accordance with the Australian Privacy Principles and our Privacy Policy. To see a copy of the privacy policy or to learn more about Suncare please visit our website http://www.suncare.org.au

Applicants may be requested to disclose any pre-existing illness or injury with may impact on their ability to perform the advertise role. Details are available in section 571 of the Workers Compensation and Rehabilitation Act 2003.

Suncare is an equal opportunity employer.