General Manager Of Cx, Design & Marketing

Role overview: 

We are seeking a highly skilled and motivated General Manager of CX, Design & Marketingto join our Brisbane team in a newly created role. This Senior Leadership Role is responsible for leading and overseeing all aspects of the customer journey to deliver exceptional experiences, and drive customer acquisition and loyalty. It is a hands-on role involving developing and implementing strategies to enhance customer interactions and build customer stickiness, working hand-in-glove with technology teams to build new functionality and services, streamlining processes, reducing re-work/waste, and ensuring accountability across the business to improve performance.

The successful candidate will take a digital-first approach to designing new customer experiences, digitising and automating low-value but necessary processes while using digital tools and data to enhance those high-value interactions between our team members and our customers.

The role will be expected to define the customer experience ‘architecture’ for the business – i.e., identify the critical customer journeys, key performance indicators, targets, and accountabilities and support the business to organise around it. In particular, customer journeys will be defined according to the end-to-end customer need, rather than the scope of business units. As a result, this role will need to clearly define accountabilities, operations, and KPIs in an integrated way across business units.

As part of the Senior Leadership Team, this role will lead regular updates with the Group Leadership Team and Business Unit leaders on CX performance and progress, and with the Board of Directors.

Key Responsibilities: 

• Strategic Leadership:  Develop and implement a comprehensive customer experience strategy aligned with the overall business objectives. 
• Customer Journey ‘Architecture’:  Define and map the end-to-end customer journeys to identify opportunities to improve each customer journey and create experiences that are extraordinarily different to our competitors and eliminate bottlenecks or errors/waste/re-work.
• Customer Journey Management:  Define, manage, report on and reinforce accountabilities, KPIs, and targets to improve the customer experience, with the support of the Chief Strategy Officer and Chief Executive Officer.
• UX and digital design: Coordinate the design and development of user experiences in the physical and digital world to support critical business outcomes.
• Cross-functional collaboration:  Engage with the business to gather feedback and requirements on existing/future customer journeys, and the support required to deliver on the target customer journey (e.g., systems improvement, training, etc.).
• Data-driven reporting and decision making: Utilise the support of the analytics team to establish ongoing and ad hoc reporting on IOR’s performance on each journey, and key drivers of poor customer experience, delays, and errors.
• Voice of the customer: Design and manage IOR’s customer feedback mechanism, including annual customer survey (in place) and feedback on customer journeys (not yet in place)
• Marketing (a sub-function under the remit of the customer experience lead):  Provide oversight and direction to the Manager – Marketing, which is a direct report, and utilise their support to enhance customer journeys.

Requirements:

• Tertiary qualifications in Management or other relevant qualifications
• Proven Experience in a senior leadership role focused on Customer Experience.
• Previous technical / hands-on experience in digital design and development will be highly regarded
• Ability to build, lead, and inspire a high-performing customer experience culture within the team and across the business.
• Visionary mindset to develop and implement a comprehensive customer experience strategy aligned with overall business goals.
• Data-driven mindset with the ability to analyse customer data and feedback to derive insights.
• Deep understanding of customer needs and the ability to advocate for those needs within the organisation.
• Demonstrated success in developing and executing customer-centric strategies.
• Ability to communicate with, connect with, and understand the roles of all team members across the business.

Working at IOR: 

IOR is a family-owned business based in Brisbane, which has been fuelling Australia’s industries for nearly 40 years. The business has been growing rapidly and consistently in the last decade in particular, and is now the only fully-integrated, 100% Australian-owned fuel company in the country. Its operations span the entire country and the entire fuel value chain: a crude oil refinery, two import terminals, a growing bulk delivery fleet, on-road and on-airport unmanned refuelling networks, infrastructure manufacturing, and proprietary fuel management technology.

IOR is proudly different. We innovate and we deliver what our customers need. We are on the forefront of technology and data capability in our industry. We invest heavily in the communities in which we operate in regional and remote Australia. We proudly invest in our people who are our family, and willingly back anyone that backs themselves.

As industry’s energy needs evolve, we look forward to working hand-in-hand with our customers and growing together as we aim to serve more people, in more places by always offering better value energy solutions.