Country Manager

We’re on the lookout for an exceptional Country Manager to become an integral part of our team in the Philippines! In this role, you’ll be entrusted with providing senior leadership and strategic oversight in Domain Group’s operations in the Philippines, including the teams from Realbase, a key player in the Australian property market, with operations in the Philippines.

Reporting directly to the Customer Experience Operations Director in Australia, the Country Manager will play a key role in driving success and alignment across the organisation.

Who are you?

As a Country Manager, you’ll be at the forefront of our operations, owning the success and metrics for our Philippines-based teams. From Customer Experience (CX) & Operations to Finance, Marketing, Tech, and Product, you’ll oversee all aspects of our operations for both Real Estate Agency and Non-Agency customers.

The ideal candidate will:

• Set the Domain Philippines strategic direction in line with Commercial and Company goals

• Drive the Domain values and culture locally and act as the Integration lead accountable for bringing the Realbase and Domain culture together in the Philippines, working closely with People Experience (PX) Team

• Deliver a seamless consistent internal and external support experience for all customers across the full product set whilst finding ways to make our CX experience more efficient

• Drive value from the customer, CX and product feedback loop

On a typical day, you will:

• Design and implement operational strategies aligned with organisational goals across CX, Finance, Marketing, Product and Tech

• Engage and collaborate with the various business units and functional leaders to align on the country’s strategic initiatives to develop shared objectives and resolve cross-functional challenges that may impact organisational success

• Set challenging goals and manage the local business towards the Operating Plan, with a clear set of OKRs for each business unit, monitor team’s performance score cards and develop improvement plans with key Business leaders

• Set and manage headcount budget in conjunction with Functional Leaders, People Experience and Finance

• Work with PX to implement operating policies and procedures across multiple functional areas including Customer Experience Operations, Finance, Marketing Product and Tech

• Focus on enhancing customer satisfaction by ensuring operational excellence and addressing customer and stakeholder concerns

• Drive strategic projects and initiatives for continuous improvement and to improve operational efficiencies

• Manage compliance with Health, Safety and Environment standards and audits in conjunction with the People Experience Team

• Develop and motivate people managers. Set challenging work plans and individual development plans as agreed with the Functional Leaders, building high-functioning teams, aligned to Domain Group Values

• Drive and communicate organisational change towards an efficient operations model, optimising team structures and internal processes, across the Philippines footprint

• Develop strong leaders as well as inspire, and drive high-performing collaborative teams, fostering a culture that instils a strong sense of purpose amongst frontline employees, building a talent pool for Domain

• Develop and implement processes to gather, analyse, and interpret customer feedback, ensuring a deep understanding of customer needs, preferences, and pain points

• Create process, training and on-going communication frameworks for each functional area to ensure staff on-boarding and on-the-job knowledge and experience is always optimised

• Work closely with Head of People Experience Philippines and Australia, Head of Product, Head of Tech and Head of Finance as well as build relationships at all levels including Domain Group Executive Leadership Team (ELT)

Success measures:

• Drive the following commercial outcomes:

  • Ensure alignment to budgeted operating costs

  • Customer Service Satisfaction (CSAT)

  • Net Promoter Score (NPS)

  • Customer Effort Scale (CES)

  • Employee Engagement

  • Product, Finance and Tech KPI’s

You will have:

• Extensive customer service/contact centre leadership experience in B2B and/or online across multiple channels

• Experience in leading inbound contact centre support teams across multiple product lines

• 10+ years managing and leading teams of 200+ people, in Manila

• Experience in pitching Business cases to Board and/or Leadership teams

• Proven delivery of large Change Management programs

• Experience in Crisis Management e.g. cyber security and business continuity plans

• Strong stakeholder management skills: internal and external (e.g. vendors)

• Experience in end-to-end customer experience design

• Track record of implementing frontline technology automation solutions at scale and delivering ROI

• Track record of delivering future state customer service strategies and roadmaps

• Track record in driving cost efficiencies and process improvement

• Previous experience working in Commercial teams (desirable)

• Experience with Zendesk (desirable)

• Experience working with billing and collections systems (desirable)

• Strong written and verbal communication in English is required

Why join us?

We’re the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

• Discover your ideal work-life balance with our approach to flexibility – whether it’s adjusted hours or making the most of working remotely and from our offices, let’s chat about what works best for you;

• First-rate parental leave and wellbeing policies;

• Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more

• Continuous opportunities to leap, learn and grow.

We don’t just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities. That’s why we want you.

Who are we?

We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data. Changing the way people engage with property requires a team of diverse thinkers.

What’s next?

One of our talent partners will give your application a good look and give you a call if it’s a good match, so apply now!

Don’t meet every single requirement? We’re committed to building an inclusive, diverse and supportive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly, we encourage you to send in your application. You may just be the perfect candidate for this opportunity or another within the Domain Group.