General Manager – Customer and Digital

Client:

Perth Airport

Timeframe:

Weeks or months

Role:

General Manager - Customer and Digital

About Perth Airport

Perth Airport is Australia’s western hub, providing the people of Western Australia with a critical link to the rest of Australia and the world. Operating 24/7, Perth Airport holds a pivotal position as one of Western Australia’s most vital infrastructure assets. As the country’s fourth-largest airport by passenger volume, it connects to over 94 destinations via more than 30 international and domestic airline partners.

In 2018, Perth Airport contributed over A$3.5 billion to the Western Australian economy and supported nearly 17,000 direct and indirect jobs. With projections estimating growth to A$9 billion and approximately 37,000 jobs by 2040, Perth Airport continues to be a key driver of the state’s economic future.

The Role: General Manager Customer, Digital & Marketing

Perth Airport is seeking a General Manager Customer, Digital & Marketing to lead the strategy and execution of customer, digital, and marketing initiatives. This role is pivotal in shaping Perth Airport’s commercial and customer experience outcomes by driving innovation across digital channels and ensuring seamless marketing execution for core revenue-generating streams, including Retail, Ground Transport, Property, and Aviation.

With 3direct reports and a team of over 20, you will deliver exceptional value to customers, advance data-driven retail marketing, and execute the Digital Roadmap, including launching a new mobile app. A key focus will be leveraging these strategies to mitigate potential disruption from upcoming construction works while maintaining customer satisfaction and driving revenue growth.

Reporting to the Chief Commercial Officer, this position offers an exciting opportunity for a commercial and strategic leader to elevate Perth Airport’s customer, digital, and marketing capabilities. You will play a critical role in creating a market-leading customer experience, fostering a high-performing team, and developing future leaders.

Key Responsibilities

  • Leadership: Inspire, manage and coach the customer experience, marketing and digital teams in a collaborative, innovative and high-performance manner.
  • Customer: Implement and embed the customer experience strategy, ensuring seamless and consistent interactions while fostering a customer-centric culture.
  • Digital: Lead the delivery of a digital roadmap, focusing on mobile app development, e-commerce, and digital channel optimisation to drive incremental revenue.
  • Marketing: Develop and execute retail marketing strategies, aligning them with Perth Airport’s revenue goals and enhancing customer engagement.
  • Commercial Focus: Balance short-term revenue generation with long-term brand-building initiatives.

About You

You are a strategic and commercially driven leader with extensive experience in customer-centric industries. You have a proven track record of leading data-driven and customer segmentation marketing initiatives, delivering innovative digital strategies that enhance customer experience and engagement.

To be successful in this role, you will have:

  • 10+ years of leadership experience, with a demonstrated ability to lead diverse, high-performing teams.
  • Proven experience as a marketing leader, with a strong understanding of customer engagement, brand development, and data-led marketing.
  • Demonstrated success implementing marketing, digital, and customer strategies within industries such as airlines, large membership-based not-for-profits, banks, financial services, or large shopping centre corporations.
  • Strong stakeholder management, communication, and collaboration skills, with the ability to drive buy-in across multiple departments.
  • Exceptional commercial acumen, with a focus on delivering measurable outcomes and driving revenue growth across multiple channels.

What You Will Enjoy

Perth Airport offers a competitive compensation package that includes benefits such as financial incentives, discounted private health insurance, employee wellness programs, and flexible working arrangements. Their collaborative, energetic, and supportive work environment is designed to foster teamwork and support personal well-being. Additionally, they are committed to professional growth and development, providing ample opportunities for their team members to advance their skills and careers.

This holistic approach to employee benefits and professional development ensures a rewarding and fulfilling work experience for all their staff.

Please be ensured that all applications and communication are kept completely confidential at all times. For further information and a detailed position description, please contact:
Ryan Hathrill, General Manager WA – Executive Search
Email: Ryan@partnerexecutive.com.au
Phone: (08) 9278 2533