Role OverviewThe General Manager - Experience will lead both the Customer Experience (CX) and ASPT (Aaron Sansoni Performance Team, Business Coaches) departments, ensuring both functions are aligned with the overall business strategy. This role is responsible for overseeing a team of 30 contractors via the Head of ASPT and the Head of Experience (CX) and their team to deliver an outstanding customer journey & value.In addition to driving performance across CX and coaching, the General Manager will partner with Marketing to support commercial objectives and oversee the delivery of annual paid coaching and training events.This role demands strong leadership, a strategic mindset, and a deep commitment to customer success. The General Manager will work closely with the General Manager of Commercial to ensure cohesive and integrated execution across all business areas.About Aaron Sansoni Group InternationalAaron Sansoni Group is the market-leader in entrepreneurial and business education in Australia, having worked with over 700,000 students, from over 132 industries globally. Founded by Aaron Sansoni, best-selling author, investor, speaker, and a globally recognised authority on building business "Empires"- our company empowers entrepreneurs and business leaders to achieve greatness.As we scale new heights, we’re looking for ambitious, talented, and passionate individuals who want to contribute to shaping the future of entrepreneurship and business excellence.If you’re ready to make an impact, grow with a thriving team, and be part of something truly extraordinary, we want to hear from you. Together, we’ll redefine what’s possible in business success.Key ResponsibilitiesLeadership & Team ManagementLead, mentor, and manage the Head of Experience (CX) and Head of ASPT to achieve departmental goals.Ensure continuous development and performance optimisation across both CX and ASPT teams.Customer Experience (CX) StrategyDeliver exceptional customer experiences across all interactions, ensuring consistency, satisfaction, and long-term engagement.Ensure CX strategies align with the overall business goals and contribute to revenue growth by enhancing client satisfaction and retention.Utilise customer insights and feedback to continuously improve services and products.ASPT Operations & Coaching ExcellenceEnsure the ASPT coaching team delivers value-driven, results-focused coaching to clients.Oversee the company programs, which included coaching and mentoring to ensuring they are well-organised, aligned with company objectives, and contribute to the ongoing professional development of the coaching team.Implement systems for tracking coaching performance and client outcomes, ensuring a high standard of delivery.Cross-functional Collaboration with MarketingCollaborate with Marketing and Sales teams to ensure a cohesive approach between customer experience, coaching, and the company’s commercial goals.Ensure marketing initiatives align with CX and coaching strategies to maintain a consistent and positive customer journey.Support the Sales team with insight into CX and coaching outcomes to help improve conversions and drive business growth.Strategic Alignment with General Manager of CommercialWork closely with the GM of Commercial to align coaching, customer experience, and marketing efforts with revenue targets and growth initiatives.Ensure coaching programs and customer experiences support the business’s overall commercial goals, providing insight and collaboration where necessary.Ensure that talent, speaker, and event decisions made by the GM of Commercial align with the customer experience vision.Financial Management & ReportingManage and monitor the budget for the CX and ASPT departments, ensuring alignment with company financial goals.Ensure cost-effective delivery of coaching and CX services while maintaining high-quality standards.Provide regular reporting to the CEO and other executives on the performance of CX and coaching programs, including KPIs, customer satisfaction metrics, and revenue impacts.Qualifications & ExperienceBachelor's degree in Business, Management, Customer Experience, or related field.Proven experience in a senior leadership role overseeing CX and coaching or training programs.Experience managing large teams of contractors and delivering training programs.Strong understanding of customer experience strategies, coaching operations, and business growth ensuring profitability, retention and LTV (Lifetime Value)Experience collaborating cross-functionally with Marketing, Sales, and Commercial teams.Exceptional communication, leadership, and team-building skills.Ability to manage multiple priorities and drive performance in a fast-paced environment.CompetenciesLeadership: Strong ability to lead, motivate, and develop teams across CX and coaching functions.Customer-Centric: Deep commitment to enhancing customer journeys and ensuring consistent satisfaction.Cross-functional Collaboration: Ability to work across departments to align strategies and deliver cohesive results.Strategic Thinking: Ability to align customer experience and coaching programs with the broader commercial goals of the business.Adaptability: Skilled at managing a dynamic and evolving environment with a team of contractors.Analytical Skills: Proficiency in measuring performance, interpreting data, and applying insights to improve processes.This role offers an exciting opportunity for a strategic leader to drive the business forward by enhancing both customer experiences and coaching outcomes while working closely with senior leaders and other departments.ASG Team Member BenefitsSubsidised gym membership.Dedicated training to help you grow as an individual and team member.We facilitate an experience day every quarter for our team to take some time out of the office to play, enjoy, bond, or work with various charities to add excitement and totally different dimension to their work lives.3-month training, induction, and orientation program, everything you need to succeed in your role and the company.Access to all of Aaron Sansoni Group's On-Demand Training & Programs.Family and friend discounts to any of our live training experiences.Career progression opportunities as we continue to expand, we strive to promote from within. There are multiple opportunities for growth and progression across all of Aaron Sansoni’s companies.THE ASG WAY - ROLER - RELENTLESSWe do whatever it takes | We get it done | We will always get our resultsO - OBLIGATIONWe live in obligation | We love our students | We love our teamL - LEADERSHIPWe are self-leaders first | We show up | We take ownershipE - EXCELLENCEWe find answers | We keep evolving | We deliver empowerment, education & experience
#J-18808-Ljbffr