• BUSINESS GROWTH AND DEVELOPMENT
• $103,263 to $116,306 pa (HEW 8) - salary effective from 8/1/2021
• ONGOING, FULL-TIME, JOONDALUP CAMPUS

Overview

This role reports to the Manager, Customer Strategy and Planning, and is responsible for identifying, leading and managing multiple strategic projects and initiatives to improve the customer experience for ECU and enable the university to achieve its student growth targets.

The Customer Engagement Manager champions the long-term strategic focus on business growth through optimising the customer experience and the ongoing development of a customer centric culture, which is fully integrated within Salesforce CRM and underpinned by best practice. Working with key stakeholders across the business, you will be responsible for mapping out the end to end customer journey identifying gaps, pain points and opportunities to improve the customer experience and drive efficiencies.

The successful candidate will have:

• A proven record of skills and experience in leading a range of process improvement initiatives in a complex business environment;
• Demonstrated experience applying contemporary CX and Salesforce/CRM automation practices, including the strategic management of channels;
• Strong technical knowledge of digital and multi-channel CX strategy, measurement frameworks, mapping, data collection and analysis, statistical analysis and other critical CX research, analysis and review methodologies;
• Demonstrated high-level analytical, problem-solving and decision-making skills and experience analyzing data from multiple sources, providing insights and making recommendations.

Benefits & Remuneration

This ongoing, full-time position attracts a salary of $103,263 to $116,306 pa (Hew 8) plus 17% University superannuation contribution.

ECU supports a work/life balance for staff. Benefits such as flexible working arrangements may also be negotiated to meet your personal circumstances.

For information on the benefits of working at ECU, please visit our Employment Opportunities website.

Contact

Interested applicants are welcome to contact Rebecca Bouchet, Manager Customer Strategy and Planning at r.bouchet@ecu.edu.au for more information.

How to Apply

Upload your CV along with a statement addressing the capabilities within the Position Description giving clear examples of where you demonstrate these capabilities.

Closing Date:

Applications close on WEDNESDAY 25 NOVEMBER 2020 at 11:30 pm AWST.

PLEASE NOTE: OPEN TO APPLICANTS WITH THE RELEVANT WORKING RIGHTS ONLY

ECU is a diverse and inclusive workplace reflecting the differences in society. Specific strategies and initiatives are in place to address under representation of specific groups. Applications are encouraged from suitably qualified people from all backgrounds. Aboriginal and Torres Strait Islander people are strongly encouraged to apply.