Customer Experience Manager / Program Manager - Family Retention

Empire Group is proud to be partnering with Goodstart Early Learning, Australia's largest early learning and care provider and a proudly not-for-profit social enterprise. With a network of nearly 650 centres and more than 17,400 dedicated professionals, Goodstart supports over 61,000 children each year to ensure they have the best possible start in life. Safety, inclusion, and reconciliation are embedded in everything Goodstart does, cementing its position as a leader not only in early learning but also in social impact.About the Role This newly created role sits within Goodstart's Family Retention team and reports directly to the Head of Family Retention, an engaging and collaborative leader who empowers their team to think creatively, work with autonomy, and deliver meaningful outcomes.The role offers the opportunity to translate strategy into practical programs, resources and tools that support centres to deliver exceptional family experiences. It suits someone who enjoys variety, brings both strategic and practical capability, and thrives in a fast-paced, people-focused environment.You will collaborate across Operations, Marketing, Data & Analytics, ICT, and Learning & Development to design, deliver, and measure programs that help centre teams strengthen family retention nationwide. Key Responsibilities Working closely with the Head of Family Retention: Design and deliver initiatives that enhance the family experience and strengthen engagement across Goodstart's national networkUse data and family insights to identify opportunities, track impact, and drive continuous improvement across the family journey and reduce avoidable exits.Create practical tools, resources, and coaching programs that build frontline capability to deliver consistent, high-quality experiences for families.Deliver in-person and virtual trainingCollaborate across internal teams to embed a customer-first mindset and align retention initiatives with broader organisational goalsPartner with centre and state leaders through face-to-face visits, workshops, and engagement sessionsManage retention projects end-to-end. About You You are a hands-on, action-oriented professional who gets things done. You thrive on using data and insights to spot trends, identify opportunities and understand what matters to families. You bring energy, empathy, and professionalism to every interaction and can tailor your approach to connect with diverse stakeholders, from centre leaders to senior executives.You are comfortable travelling nationally to deliver workshops, and work directly with centre and regional teams, building connection and influence through authentic engagement.You will bring: Experience in customer experience, change management, project management, or service improvement, ideally in large organisations or distributed networksDemonstrated ability to translate strategy into practical, scalable programs and tools that work in the real world.Strong analytical skills, turning insights into targeted actionsExcellent stakeholder management and influencing skills, with a collaborative communication styleComfort working across multiple workstreams, balancing short-term delivery with long-term improvementA genuine passion for improving the way families connect, engage, and feel supported Why Goodstart Goodstart Early Learning is a values-led organisation that puts children and families at the centre of everything it does. You will be joining a supportive, forward-thinking team where leadership is engaged, empowering, and genuinely invested in helping people grow.This is an opportunity to help shape a new function, set the benchmark for family experience, and create meaningful change at scale across Australia.For a confidential discussion, contact Courtney Chambers on 0455 411 864.If this sounds like you, click Apply to submit your application and help shape the future of family experience at Goodstart.