Director of Digital, AI & Customer Experience
Hybrid · Bella Vista, New South Wales, Australia
Job Summary
Director of Digital, AI & Customer Experience at Urban Real Estate leads the group’s digital, AI and customer experience capabilities across NSW. Owns the design and optimization of end-to-end customer journeys, activation of CRM and database opportunities, implementation of practical AI solutions, and dashboards to link activity to commercial outcomes. A hands-on leader who operates across strategy and execution, simplifying complexity, driving adoption, and delivering measurable business growth. Responsibilities span customer journeys design, project marketing digital pathways, residential sales database opportunities, property management and growth-focused customer journeys, developer client acquisition and retention, recruitment systems, websites and digital platforms, AI implementation, market intelligence, and reporting/attribution. Requirements include senior experience in digital strategy, CRM, CX, AI, SaaS, PropTech and related domains; proven ability to connect data, technology and customer journeys to outcomes; hands-on delivery across systems and workflows; cross-functional leadership across sales, marketing, operations and technology; and a bias for action and change adoption. The role offers hybrid working flexibility by agreement and competitive remuneration.
Required Qualifications
- Senior leadership experience in digital strategy, CRM, CX, revenue operations, AI, SaaS, PropTech, marketplaces or large service organisations
- Proven track record of building systems that connect data, technology and customer journeys to deliver measurable commercial outcomes
- Experience working across both strategy and execution, engaging executives while also delivering hands-on implementation
- Hands-on ability to work directly on systems, workflows and implementation, not just high-level design
- Strong capability in CRM ecosystems, automation, digital journeys or performance reporting systems
- Ability to translate complex business problems into clear systems, workflows and customer pathways
- Experience leading cross-functional teams across sales, marketing, operations and technology
- Bias for action and ability to move quickly from concept to execution and iterate based on results
- Experience driving adoption of systems and change across non-digital-first teams
- A builder mindset who connects strategy, systems and people to deliver measurable impact
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