Customer Experience Manager
On-siteSydney, New South Wales, Australia
Job Summary
Manage end-to-end Quarterly and Annual Customer Engagement plans, ensuring budget compliance and strategic guidance from the General Manager of Customer Experience. Oversee day-to-day operations to meet Accor's contractual obligations and Customer Experience KPIs in your designated asset or portfolio. Lead a team of Head Concierge and Concierge Executives to enhance the customer experience, craft engaging content for social media platforms, and innovate based on feedback and emerging trends. Assist the Area Manager in talent management, including recruitment and rostering, while implementing best practice tools and ensuring quality assurance through CX training. Embody Accor values as a charismatic leader, driving stakeholder relationships and professional communication. This part-time role requires a valid National Police Check and extensive hospitality leadership experience.
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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