Head of Customer Experience & Growth

Location: St Leonards, Sydney

Salary: Up to $200,000 package

A leading enterprise education organisation is seeking an experienced Head of Customer Experience & Growth to lead its end-to-end customer lifecycle and growth strategy.

This senior leadership role is responsible for driving sustainable growth through improved lead conversion, customer retention, and service experience across a large network of locations. Working closely with executive leadership, marketing, and operational teams, you will lead a high-performing team and deliver measurable improvements in customer acquisition, retention, and overall experience.

Key Responsibilities

Growth & Commercial Performance

- Develop and execute the annual growth and occupancy strategy
- Deliver revenue and occupancy outcomes aligned with business targets
- Partner with marketing to align lead generation with conversion capability
- Identify new growth opportunities through market insights and performance analysis

Customer Experience & Lifecycle

- Own the end-to-end customer journey from enquiry through enrolment and retention
- Drive customer retention strategies using engagement data and insights




- Oversee customer satisfaction metrics including NPS and online reputation

CRM & Digital Engagement

- Lead CRM strategy, governance and optimisation (HubSpot experience desirable)
- Improve conversion through automation, segmentation and pipeline visibility
- Implement reporting and dashboards to improve performance and accountability

Operational Growth Enablement

- Build sales and retention capability across operational leaders
- Develop playbooks, tools and training frameworks
- Lead a centralised contact centre focused on service quality and conversion

About You

- 8–10+ years’ experience in growth, commercial, sales or customer lifecycle leadership
- Proven success in a multi-site B2C setting
- Strong CRM and marketing automation expertise
- Track record improving conversion, retention and customer experience metrics
- Strong commercial acumen and ability to lead cross-functional teams

Experience in service-led or premium consumer sectors will be highly regarded.

Must be an Australian Citizen or PR holder with the ability to obtain a working with Children Check (WWCC)

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