Director - Customer Installations - Media - Broadband - Oceans Group - Melbourne

Job description

This is an Executive Level, leadership position with both a strategic and operational component, with ownership of the end to end customer experience. Managing the installation and supply chain processes for the company's products into consumer's homes. You will be involved in the following activities :
The strategy to ensure a best in class customer experience
Improve and Refine business processes to reduce cost and improve delivery
Engage with Call Centre - Operations - Engineering & Product Management to drive outcomes
Inspire and Lead teams of in-house staff & 3rd party technicians
Develop a culture of Leadership with continuous Learning & Development
Manage budgets of upto $200m

Ideally the person will be based in Melbourne, but other locations will be considered.

Desired Skills and Experience
Ideal candidates will have at least 10 years experience in Executive Management and people leadership and will have proven experience developing a network of successful managers, to drive exceptional customer experiences nationwide.

It is likely you'll be working for a consumer Telco / Internet provider or Infrastructure Contractor. However experience of nationwide consumer businesses with installation and break / fix capability such as : Utilities - Security - Auto or White Goods will be considered.

With a love a getting things done and leading by example, you are likely to have developed the following skills :

*Ability to relate to what the customer wants to experience and able to design processes that build that experience
*Understanding what training & development 3rd party technicians need to deliver an excellent customer service
*Strong people development and leadership
*Excellent commercial acumen and ability develop and execute business plans
*Experience of effective management of large budgets and working to improve your P&L
*Knowledge of Broadband Services an advantage but not essential
*Excellent ability to work collaboratively with senior stakeholders and drive outcomes

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