Head of Customer Experience and Marketing

We’re on the lookout for a Head of Customer Experience & Marketing! 📍 Cannon Hill Support Office | 🏡 Hybrid – 2 days WFH | 🕒 Full-time At Story House Early Learning, every enrolment starts with a family feeling seen, heard and confident in their choice. As our Head of Customer Experience & Marketing , you’ll lead the customer journey from first enquiry through to enrolment, while helping our services maximise occupancy through strong customer service, effective systems and practical marketing. This is not a role for someone looking to build a marketing empire. It is a hands-on leadership role for someone who understands that word of mouth, service quality, responsive follow-up and a great tour experience are what ultimately drive enrolments. You’ll lead our Family Experience and Growth and Brand Team, while working closely with service and operational leaders across QLD, NSW and VIC. Your days will include: Leading our centralised enquiry and enrolment function. Improving the family tour and follow-up experience. Supporting Service Managers to convert enquiries into enrolments. Using vacancy, waitlist and conversion data to lift occupancy. Improving customer systems, workflows and reporting. Managing a lean marketing function supported by external specialist partners. Ensuring marketing spend is focused on measurable enrolment outcomes. Stepping into enquiries, escalations and hands-on delivery when needed. You’ll thrive in this role if you: Have led customer experience, contact centre, member services, sales conversion or enrolment teams. Bring practical marketing experience across brand, digital and campaigns. Are comfortable balancing strategy with hands-on delivery. Can manage outsourced agencies and hold them accountable for results. Are confident using CRM systems and data to improve performance. Know how to coach leaders to deliver a strong customer experience. Early learning experience is highly regarded, but not essential. The role includes responsibility for customer experience, enrolments, marketing, customer-facing systems, reporting and external marketing partners. Why Story House? We are a growing organisation with a genuine culture. We show integrity, connect openly, celebrate wins and support each other to realise our potential. This role has real scope to shape how thousands of families discover, experience and choose Story House. You will inherit an established team, external specialist partners and existing systems, but also plenty of opportunity to simplify, improve and make things work better. If you are a commercially minded customer experience leader who is prepared to roll up your sleeves and bring people, process and marketing together, we would love to hear from you. Our Commitment to Safety Story House Early Learning is committed to child safety. We want children to be safe, happy and empowered and are committed to the safety, participation and empowerment of all children. As an Early Childhood Educator, you play an important role in creating safe, inclusive and nurturing environments where children feel valued, respected and protected. We are committed to child safe principles and embedding the Child Safe Standards across our services. We encourage applications from candidates who share our commitment to child safety, inclusion and respectful relationships with children and families. All applicants will be subject to child safety screening, including Working with Children Checks and reference checks. Story House Early Learning is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment, providing mutual respect for all employees. At Story House, we prioritise the safety and wellbeing of our community, which is why we are committed to the Child Safe Standards and have Safety as one of our values. *CCS eligible care