Head of Sales Support

REA GROUP LTD•Richmond, VA

40d•Hybrid

About The Position

Lead a high impact team that powers our Sales org and champions our customers. Own day to day service excellence while setting the strategy for an outstanding, cohesive employee andn customer experience. Drive digital transformation - unlock efficiencies, automate workflows, and deliver best in class, always on tooling for internal teams and customers. Lead and mentor a diverse team of Sales Support Managers. Permanent role (Sydney, Melbourne or Brisbane) We're REA REA Group is one of the great Australian start-up success stories. From humble beginnings in a garage in Melbourne's east in 1995, we have grown into a leading global digital business specialising in property. Our people are at the heart of everything we do. We take care of each other, and we invest in our culture. At REA, you will find the space to create and the people to inspire - all driven by a strong desire to make a difference and change the way the world experiences property. We help people at every stage of their property journey by offering the richest content, data and insights, property valuation estimates and home financing solutions. We are proud to say we help millions of people find and finance their next home, every day. Some of our brands include realestate.com.au, realcommercial.com.au, Flatmates.com.au, Proptrack.com, and Mortgage Choice. We are proud to have been named one of Australia's Best Workplaces for 2025 as well as one of Australia's Best Workplace for Women. This recognition is a great proof point of our unique and special culture. A culture that is driven by our people, our values, and our commitment to making a difference in the community. Where the team fits in Sales Support is a function within our Customer Solutions & Operations (CSO) team. The Sales Support function specifically plays a pivotal role bridging Sales and Success, and Service and Operations. The team supports Sales internally with pre- and post-sales administration, proposal and meeting preparation, reporting, product insights, and provisioning (including contracting). Externally, they act as trusted 'co-pilots' to Senior/ Relationship Managers-supporting customer-facing, revenue-generating activities and helping to achieve sentiment targets, and overall growth ambitions. Simply put, this team champion and support our Sales team and Customers - and are a driving and collaborative force working across the business to ensure a cohesive customer experience to build lasting loyalty. What the role is all about The Head of Sales Support will lead and mentor a diverse team of Sales Support Managers - in turn leading teams of Consultants across our Residential, Commercial and New Homes markets -geographically spread across Australia and the Philippines. This role will drive day to day exceptional service outcomes as well as strategic digital transformation to elevate the sales support experience-delivering efficiencies, automation, and best in class always-on service and tooling for both internal and external stakeholders. The Head of Sales Support, will model an enterprise mindset when solving issues and collaborating with stakeholders, fostering an always on learning approach within the wider team. If you have the drive to learn we will provide you with the training and support to thrive. No day will ever be the same, but you will be doing the following:

Requirements

Strong commercial acumen-you're comfortable discussing financials and evaluating opportunities for growth and operational improvement.
Strategic mindset-you can analyse complex information to shape a strategic direction for customer experience initiatives and articulate those opportunities in a clear and concise way.
Curiosity and a strong customer focus-you're adept at engaging with both internal and external customers, understanding their needs, and being proactive in problem-solving.
Eagerness to challenge the status quo positively and constructively to drive employee and customer experience enhancements.
Effective communication and influencing skills-you're relatable and can effortlessly engage with users, customers, and internal teams to navigate challenges and align on goals.
Proven track record of managing relationships with multiple stakeholders and clearly communicating business priorities and requirements.
High initiative, adaptability, and problem-solving prowess, able to thrive in a fast-paced, dynamic environment.
Team-oriented with a "can-do" attitude, ready to roll up your sleeves and tackle challenges alongside your team.
Experience collaborating with external partners

Nice To Haves

Experience in a customer experience, sales, support and enablement roles ideal.

Responsibilities

Strategic Planning, Business and Team Leadership
Commercially minded leader able to balance business objectives with customer needs.
Proven track record of fostering a collaborative, high-performance culture across diverse geographies and teams.
Experienced in building team capability through leading Leaders - providing coaching, training, and performance management, while leveraging SME and enablement support (Capability, Enablement, Go-To-Market, etc).
Collaborate with Sales, Success and GTM leadership to align support activities with sales and channel strategies, product priorities and performance targets.
Co-create and implement consistent sales processes, policies and procedures in partnership with Heads of Relationship Management, Specialist Sales and Success.
Strategic Vision and Channel Experience
Develop and execute the Sales Support strategy aligned with CSO's vision to deliver exceptional, scalable support and operations experiences that drive loyalty.
Establish and embed strategies to maximise engagement and satisfaction with both Sales and Customers.
Partner with Customer Enablement to ensure core tech platforms deliver on strategic goals and service benchmarks.
Work closely with peers and leaders across CSO, Sales and the wider Customer team to ensure focus on the highest-impact priorities.
Operational Efficiency and Reporting
Streamline and manage sales processes to improve customer and employee experience, leveraging automation and AI where appropriate.
Partner with GBS to recruit, onboard and manage offshore teams, ensuring alignment and seamless cross-geography operations.
Provide data-driven insights and reports with actionable recommendations to senior leadership, highlighting performance gaps and opportunities to enhance CSAT and CX - including automation of single-touch resolutions and scaling personalised service offerings.
Customer Operations and Cross-Functional Collaboration
Collaborate with Product teams to identify and embed automation opportunities at the product delivery stage, improving efficiency and service quality.
Partner with Sales leaders and Customer Excellence to resolve systemic customer pain points within Sales and Sales Support.
Act as an escalation point for complex queries in coordination with Sales Support Managers and Sales Leadership.
Maintain high standards of customer service by regularly calibrating team performance with Sales Leadership and addressing gaps.
Work closely with Marketing, GTM, Product, Enablement, Capability, Sales and Success to deliver a cohesive approach that helps customers unlock value from REA solutions.
Participate in working groups or steering committees targeting key business challenges or strategic opportunities.

Benefits

A hybrid and flexible approach to working
Flexible leave options including, birthday leave and purchase additional leave
Flexible parental leave offering for primary and secondary carers
Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
Hackdays so you can bring your big ideas to life

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