Are you an expert in revenue-generating customer interactions? We need your passion and guidance on sales development skills to drive performance. Your influence with customer experience and sales strategy will steer our teams to success!
As our Head of Customer Experience & Ancillaries you will be working across Australia and New Zealand leading ancillary sales effectiveness and service delivery. Acting as the regional expert for revenue-generating customer interactions, you will partner with Operations and Commercial leadership to assess, measure, and enhance counter sales behaviours and customer experience.
By providing visible leadership across AU & NZ locations to ensure consistent execution, you will be accountable for performance analysis, coaching, and clear communication to meet revenue targets and lift NPS.
Key Duties and Responsibilities:
Execute ancillary sales strategy for AU & NZ to lift revenue and margin.
Partner with Operations to execute local sales behaviours consistently across sites.
Monitor customer satisfaction and brand loyalty; track and improve NPS.
Analyse performance data; identify root causes and implement corrective actions.
Identify and prioritise revenue opportunities across products and services.
Coordinate cross-functional efforts to enhance revenue-generation activities.
Design, deliver, and maintain sales training programs and job aids.
Lead program communications; publish clear, accurate updates to all stakeholders.
Facilitate alignment meetings and calls; drive follow-through on actions.
Address customer pain points promptly; close feedback loops to prevent recurrence.
Build trust and rapport across locations to accelerate adoption and results.
Perform additional duties from time to time to meet operational needs, aligned to your role’s classification and capabilities.
What We’re Looking For:
Besides your Sales / Sales Development, performance analysis and performance improvement background you will also need expertise in delivering and supporting customer service programmes to deliver on customer-centric and service excellence initiatives.
A clear, confident communicator and presenter who is collaborative and builds trust across all functions and levels. You will be organised and reliable to manage multiple sites and priorities.
In addition, you will also need to be commercially minded and accountable to consistently deliver to targets with strong analytical problem-solving skills to seek root cause and solutions.
Benefits:
Challenging and rewarding role in a Senior Leadership capacity.
Competitive salary with a performance-based bonus structure
Fully maintained company vehicle
Access to Perkbox – exclusive discounts with leading retailers, fitness providers, entertainment venues, and more
24/7 Employee Assistance Programme for mental health and wellbeing support
Employee discounts on car rentals across Avis Budget Group
If you are ready to take ownership in influencing and leading our talented teams then this is your opportunity to make a lasting impact.
Apply today and have a lasting effect in tomorrow!
MascotNew South WalesAustralia