Manager Citizen Connect

• Positively impact diverse community outcomes
• Drive best practice, award-winning customer experience
• Be part of an inclusive and flexible workplace culture

The Position
The City of Manningham seeks to appoint a talented and dynamic customer experience (CX) expert to the position of Manager Citizen Connect. This is a key CX role that will provide continual development and implementation of a leading-edge team, processes and systems that make it easier for citizens to communicate and do business with Council.
Reporting to the Director Shared Services, the role will work collaboratively with key internal and external stakeholders to deliver a best practice CX. Critical accountabilities of the role will be to manage the ongoing successful operation of the contact centre, broaden the customer service function across the organisation and champion the implementation of a new CRM system.
As a highly talented CX expert, the successful candidate will possess experience managing a team, preferably a contact centre and will be well versed in using continuous improvement as well as data analytics to enhance customer engagement. The appointee will also have a track record in managing complex culture and technology change in a medium to large organisation, with exposure to CRM systems and their implementation. Known as a hands-on leader who is highly collaborative, proactive and positive, the Manager Citizen Connect will be visionary and will have the ability to project market and technology turns, not just straight-line innovations. A relevant qualification in business, management or a CX related field, such as marketing is required.
The Organisation
Manningham Council has a big responsibility to deliver over 100 different services to a vibrant and diverse community in eastern Melbourne.
The City has developed a whole of enterprise customer management framework called, ‘Citizen Connect’. The aim is to improve citizens’ experience in the way they interact with the Council – in the way they find out information, request a service, provide feedback or report an issue.
The Citizen Connect strategy is underpinned by an award-winning contact centre, knowledge management system and a soon to be implemented sophisticated CRM system.
For more information visit:  www.manningham.vic.gov.au
To apply – please click on ‘Apply now’ using reference MANmcc1119, addressing your cover letter and resume to Deborah Komesaroff of Fisher Leadership, or call +61 1300 347 437 for further information.