Customer Experience Manager
On-siteSydney, New South Wales, Australia
Job Summary
Manage end-to-end Quarterly and Annual Customer Engagement plans, overseeing day-to-day operations to meet contractual obligations and Customer Experience KPIs within established budgets. Lead a team of Head Concierge and Concierge Executives to enhance the customer experience, while crafting engaging content for social media and online platforms. Innovate the customer experience based on feedback, tenant interaction, and emerging trends, and assist the Area Manager in talent management including recruitment and rostering. Implement best practice tools, participate in CX training, and ensure quality assurance while embodying Accor values.
Required Qualifications
- Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes
- A passion for people with demonstrated ability in leading small teams and cultivating stakeholder relationships both internal and external
- Excellent written and verbal communication skills with strong and demonstrated administrative acumen with an ability to transfer ideas and strategy into professional documents
- Extensive leadership experience in hospitality and/or events, sales, and marketing roles, gained through years of working in the industry
- Strong passion for people, curating experiences for others and in leading premium service delivery with a proven record of innovation and animation
- All successful candidates will be required to hold a valid National Police Check
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