Head of Sales & Customer Experience - Sydney Are you a commercially driven leader who thrives at the intersection of sales strategy, operational excellence and customer experience? We are seeking a Head of Sales & Customer Experience to lead the sales performance and centralised support function, driving occupancy growth while delivering an exceptional end-to-end family experience across every touchpoint, both in person and digital. This is a senior leadership role responsible for ensuring that centres are supported with structured sales strategies, strong systems, and high-performing central support to achieve sustainable occupancy and revenue growth. About the Role As Head of Sales & Customer Experience, you will: Lead the delivery of budgeted occupancy and revenue targets Develop and execute structured, data-informed sales strategies Oversee and elevate the performance of the centralised contact centre Champion a consistent, high-quality family experience across all interactions Support managers with clear frameworks, tools and insights to drive enrolments and retention Ensure digital platforms to enhance engagement and operational effectiveness Partner with ELT and cross-functional stakeholders to align growth initiatives with broader business objectives This role blends commercial acumen with operational leadership and customer experience excellence. Key Responsibilities Develop and deploy sales strategies aligned to occupancy and revenue targets Analyse performance metrics, competitor activity and sector trends Partner with stakeholders to track budgets and identify growth opportunities Support centres in driving enrolments and strengthening retention Leadership of Centralised Support Function Lead and develop a high-performing contact centre and support team Drive accountability, responsiveness and service excellence Ensure consistent, empathetic and conversion-focused family interactions Embed structured reporting and performance visibility Family Experience & Digital Engagement Oversee the family journey across in-person and digital touchpoints Ensure digital platforms are intuitive and enhance engagement Support retention initiatives through proactive engagement and service consistency Maintain strong understanding of sector requirements and regulatory considerations Operational Excellence & Continuous Improvement Drive process improvement across support functions Support acquisitions, greenfield openings, re-enrolments and integration projects Provide the customer service lens across key business initiatives Build capability through structured training and coaching frameworks About You You are a commercially minded, customer-centric leader with experience in multi-site B2C environments. You will bring: 8–10 years’ experience in sales, growth, customer operations or commercial leadership Proven experience delivering occupancy, revenue or sales targets Experience leading customer service or contact centre teams Strong analytical capability and ability to translate data into action Experience partnering cross-functionally with Marketing, Operations and ELT CRM and digital platform exposure A structured, performance-focused leadership style Strong communication, influencing and stakeholder engagement skills What Success Looks Like Delivery of budgeted occupancy and revenue targets Improved enrolment and retention performance High-performing, accountable support function Strong family satisfaction and service consistency Enhanced digital engagement and streamlined processes Clear performance visibility and structured sales discipline across centres This is an opportunity to influence company growth strategy within a purpose-driven organisation committed to delivering exceptional early learning experiences. To find out more apply today or call Selina on 0449 865 003 for a confidential discussion.
