Head - Customer Strategy & Operations - GPT Group - Sydney

Job description
Reporting to the Head of Asset Management this role will develop and execute clear customer strategies for the Asset Management (AM) business and drive the day to day on site operations across the GPT portfolio focussed on delivering superior customer experiences for both our tenants and end users (occupants and shoppers) with an emphasis on safe and sustainable operations.

The role is also an integral component in regard to the development of a customer centric organisation, encompassing the broader GPT strategic plan, this will involve engagement and liaison across multiple business units within GPT and with our external stakeholders.

The role will provide cross functional leadership for the following roles, National Director – Asset Operations, National Director – Customer Strategy and the National Director – Business Optimisation. These key roles are responsible for portfolio operations, portfolio strategy and portfolio business optimisation, with the key focus on delivering profitable returns through the development of customer centric strategies that drive loyalty and retention across the portfolio for both our tenants and end users.

This role will also be accountable for the development of the GPT Customer Centric strategy for both our tenants, shoppers and occupants as well as being accountable for the tactical execution of that strategy.

Key accountabilities include:

Development and implementation of market leading strategies, processes, procedures and systems in regard to customer management across the portfolio and the wider GPT business.
Lead and provide operational reporting across the AM business for both the internal GPT business and the external marketplace with assistance from the National Director – Business Optimisation.
Provide insights and access to the customer base to create and drive new revenue solutions in conjunction with the Head of New Revenue.
Drive safety and sustainability across the business in conjunction with the National Director – Asset Operations.
Create innovative solutions to drive an efficient business operating model across the portfolio, focussing on front of house customer facing activities.
Desired Skills and Experience
The successful candidate will have:

Previous experience in a service orientated organisation with demonstrated ability to develop and deliver service based customer strategies and a proven record to influence across internal and external stakeholders.
The ability to analyse and manage a profit and loss statement and the running of operational budgets with both reporting and forecasting a core skill required to be demonstrated.
Strong proven track record in leading and managing a diverse team and the ability to influence internally across multiple stakeholder groups.

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