At the Y, we believe in the power of inspired young people. A community not-for-profit organisation with 17 million participations annually across Australia. 8,000 staff and volunteers serve at more than 150 locations every day. We partner with government and private capital to deliver programs and services that include community recreation, adventure and stadium sports, camping, learn to swim, children's programs, early learning, youth services, retirement living, disability services and social enterprises.

About the Centre

You'll be part of a diverse team of shared services specialists who support all sectors across YMCA Victoria's operations. Our shared services teams include corporate services, risk, safety and quality, finance, business systems, people and culture, marketing, communications, sales and more.

Based out of YMCA Victoria's Head Office in vibrant Box Hill (although currently all working remotely), you'll visit or work from other sites and locations as appropriate.

Key Elements of the Role

​The Executive General Manager Customer Experience will work across the organisation to lead and deliver making a difference to the customer experience and through this, retention and growth.

Leading a team of managers the role will be responsible for ensuring effective and efficient delivery of the organisation's customer objectives and driving revenue, profit and sales objectives.​

Reporting to the Chief Executive Officer, responsible for leading the creation and execution of strategies that will deliver a clear point of difference/competitive edge, and applying this to best practice tender preparation and management, supporting all channels and sectors​.

Selection Criteria

Capabilities and Behaviours

• Communication Skills: Possess excellent verbal and written communication skills that are appropriate for senior internal and external managers
• Organisational Skills: Demonstrated ability to effectively time manage, delegate, influence, prioritise and meet multiple deadlines
• Stakeholder Engagement: Ability to build and maintain excellent stakeholder relations through strong interpersonal and negotiation skills

Knowledge and Experience

• Expert Tender management and Tender writing skills
• Demonstrated experience communicating with a variety of internal and external stakeholders to successfully deliver the program and commercial outcomes
• Understanding of project management principles and activities

Personal Attributes

• Strong written and verbal communication skills
• Strong attention to detail
• High level of initiative and self-motivation

Qualifications

Mandatory Pre-Requisite Qualifications

• Relevant Degree qualified
• Victorian Driver's License

YMCA, including Boards of Directors, is committed to the safety and wellbeing of children and young people in accordance with our Safeguarding Children and Young People framework. YMCA requires that all applicants undergo satisfactory screening prior to commencement, including but not limited to:

• A national criminal history check;
• An international criminal history check where applicants have worked overseas;
• Holding or obtaining a Working with Children Clearance/ equivalent in accordance with state/ territory laws;
• ACF Safeguarding Children and Young People Certificate (completion online prior to commencement)
• Two reference checks.

Any successfully appointed applicant will be required to adhere to the Safeguarding Children and Young People framework, which includes a thorough safeguarding children and young people induction and committing to upholding the safety and wellbeing of children and young people throughout their engagement with YMCA