Customer Engagement Manager

2 weeks ago


Melbourne, Victoria, Australia Zoos Victoria Full time
  • Ongoing full-time role
  • Salary from $97,575 p.a. + 11% superannuation
  • Work onsite at the world-renowned Melbourne Zoo location leading a team of dedicated customer engagement team members
  • Take a lead role across all the front-line communication of all four properties with fantastic exposure across the wider Zoos Victoria business

Zoos Victoria operates four landmark zoos, Healesville Sanctuary, Kyabram Fauna Park, Melbourne Zoo and Werribee Open Range Zoo. Victoria's zoos are made up of passionate, energetic and driven employees committed to fighting wildlife extinction. Every person, from the extensive range of disciplines, plays an important role in helping the organisation realise its vision to become a world leading zoo-based conservation organisation.

The Customer Engagement Team is a central contact centre for all incoming Zoos Victoria customer and member enquiries. Annually the team manage over 200,000 enquiries across phone and email correspondence. The team's role is to support our internal and external customers and strengthen their lifetime loyalty to Zoos Victoria.

The Customer Engagement Team Manager's principal focus is to lead a high-performance team to deliver outstanding customer service and grow the Zoos Victoria's commercial products and membership program. This position will play a vital role in organising and motivating the Zoo Victoria Customer Engagement Team.

This position is responsible for the combined performance of the team, with the ultimate goals of:

  • Exceeding our customer service standards
  • Driving booking occupancy and revenue
  • Helping to increase customer satisfaction
  • Increasing the team's satisfaction and capabilities

To be successful in this role, you will possess:

  • Experience in leading a dynamic and commercially driven team.
  • Extensive experience in a fast-paced customer service industry with an emphasis on customer-centric outlooks.
  • Experience managing a casualised workforce.
  • Experience in issues resolution.
  • Experience using resource management, rostering, and ticketing and booking systems.
  • Experience working within a customer contact centre environment preferable.

For more information on this role, please refer to the position description below.

Please submit a maximum two page cover letter, and resume by clicking on the 'Apply' link below.

If you have any questions about this role, please contact Bart Hamilton at

Applications close at 5.00pm on Wednesday 19th June 2024.

At Zoos Victoria we value diversity, celebrate difference and work to be inclusive in everything we do. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds, people with disability and people from the LGBTIQA+ community. In addition, Zoos Victoria will provide reasonable adjustments for individuals with disability, illness or injury. If you require adjustments at any stage of the recruitment process, please advise via or visit our Inclusion and Diversity page for more information and contact details for any adjustments required.



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