General Manager Customer Experience - City West Water

Job Title: General Manager Customer Experience - City West Water
Contract Type: Permanent
Location: Western Suburbs Melbourne, Victoria
Salary: Executive remuneration package
Reference: JO-1909-97465_1589328568
Contact Name: Bridget Lofgren
Contact Email:
Job Published: May 13, 2020 10:09

Job Description

  • Join this Dynamic Executive Team Focused on Enhancing Customer Experience
  • Improve Liveability in Melbourne's CBD and Western Suburbs
  • Footscray Location with Flexible Working Arrangements

City West Water (CWW) is a large retail distribution business in metropolitan Melbourne, providing drinking water, trade waste, recycled water, storm water harvesting and sewerage services to over 1 million customers and 45,000 businesses in Melbourne CBD and the growing western suburbs. The organisation is renowned for providing excellent customer service to its diverse customer base, but is striving to further enhance their performance across all engagement channels, truly lifting customer experience to the next level.

Reporting to the newly appointed Managing Director and forming a critical part of the leadership team, you will ensure that CWW delivers exceptional services to City West Water's unique and diverse customer base across residential, business, community and large industrial customers, delivering services across the major contact channels, including a multi-skilled customer contact centre, face to face engagement, account management, credit and hardship programs. This role will drive innovation across the team, with a key deliverable to enhance service delivery and opportunities for customer self-service through digital channels. The success of the role has a major impact on City West Water's customer experience, image, brand and reputation and drives a culture that places customers first, focuses on high performance and creates the organisations next group of leaders.

Leading a large and multi-dimensional team across a range of functions, you will continue to promote a culture that drives innovation and is focused on maximising value for the organisation and customers. As GM Customer Experience, you will be the lead on the implementation of a new billing system in the near future and constantly be looking to innovate and improve service delivery through first contact resolution and streamlined processes to create efficiencies, ensure a superior customer experience and build strong customer relationships across a growing and diverse community.

With a proven track record for delivering exceptional customer service in large contact centre environments across multiple sites. You are known as an authentic leader who builds trust and credibility through your engaging style. You have experience establishing high performing teams and have delivered system implementations and upgrades in the past that focus on the customer needs, tailored services and single points of customer resolution. Familiarity with billing or customer credit as well as previous experience establishing account management teams would be ideal but not essential.

Excited by an opportunity to be part of a dynamic leadership team and truly improve livability for a large population of Victoria, you can't pass up this opportunity!

City West Water prides itself on its diverse workforce, with a state of the art head office located in a vibrant and bustling community. Additionally, CWW offers a range of benefits to its employees including wellbeing initiatives, leave options, family caring benefits and discounted public transport. The successful candidate will be offered an attractive executive remuneration package.

For further information or to apply please visit

For a confidential discussion, please contact Natasha Diamond on 0412 822 348 or Jarrod McLauchlan on 0407 808 517 from Davidson Executive & Boards who are supporting the City West Water with this appointment process.