CHIEF EXPERIENCE OFFICER

• Iconic Melbourne shopping destination
• Drive revenue, shopping experience and visitation
• Transformational growth opportunity

About the organisation

This renowned bustling shopping destination offers a unique shopping experience, and sells everything from fresh, specialty and gourmet produce, to handmade and unique wares including jewellery and accessories, homewares, art, cosmetics, plants, books, clothing and more. With a vibrant and multicultural atmosphere, cafes and restaurants, special events and festivals, and the sense of community and belonging, this landmark destination is a cherished Melbourne icon.

About the role

Reporting to the Chief Executive Officer, the Chief Experience Officer will build the shopping experience and culture to achieve strategic objectives, including sales, visitation and customer experience (CX) targets. Inspiring a team spanning customer and seller experience, programming, marketing, communications and tours/events, the appointee will lead the design and management of the end-to-end experience for sellers, customers, visitors and community through strategy conceptualisation, implementation and evaluation. The role collaborates in close partnership with sellers, conducts analysis to determine the seller and customer profile mix needed to achieve strategic objectives, and supports seller trade success.

About you

You are a commercially driven CX and marketing leader with experience in numerous sectors likely to include shopping centre, franchise, retail, tourism, arts and culture, and other relevant destinations. You have a track record in CX, marketing, communications, sales, property, business development, events and/or place management roles, with strong skills in devising and executing successful strategies that drive revenue, CX and visitation targets. Your ability to deliver commercial outcomes and innovative approaches that enhance seller, shopper, visitor and community experience, is underpinned by your exceptional analytical skills to translate insights into actionable improvements. You possess excellent communication skills that foster collaboration and convey CX vision, and have experience aligning teams towards common experiential goals. With a strategic mindset and resilient approach, you are an inspiring change leader who embraces a dynamic, challenging and rapidly changing environment.

To apply, click ‘Apply for this job’, submitting your resume in Microsoft Word format. For more information prior to application, please contact Dalia Klein at SHK quoting reference number #2970367 on 0401 000 499. Direct and third-party applications will be forwarded to SHK.