Airport Customer Experience Manager

1 week ago

Perth, Western Australia Qantas Airways Limited Full time
Challenge yourself in this dynamic leadership opportunity

  • Together we'll work to create new and unique customer experiences
  • Fulltime shift work, based in Perth
Our customers come first. We're constantly challenging ourselves to re-imagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no matter where they are.

Airports are the heart of our operation.

It is here people connect with the spirit of Australia - from the confidence of seeing and interacting with our pilots, crew and ground staff, to the sheer awe that comes from watching our planes take off and land.

Over the years, our resilience through tough times has seen us navigate many obstacles. That's no different today, as we work together to overcome the challenge we face.


As an Airport Customer Experience Manager (ACEM), you responsible for delivering the Airport Customer Service Experience through the optimisation of safety, on-time performance, employee performance as well as regulatory requirements.

You will also be responsible for the complete Customer Experience portfolio (Cabin Crew base, Lounges and Customer Service) out of business hours and as required.

The role will drive a performance focussed culture by developing a high performing team and an engaged workforce.

Leading, encouraging and facilitating open communication with employee on all relevant matters including managing individual and team performance against relevant performance criteria and supporting individual capability development.

In addition, providing project management leadership to support key change and corporate initiatives within the Customer Service business.

You'll have

  • Highly developed people leadership skills including performance management, coaching, mentoring and development
  • Strong analytical and problemsolving skills
  • Excellent written and verbal communication skills
  • Ability to use discretion and maintain confidentiality
  • Highest standards of personal presentation and professional conduct
  • Demonstrated commitment to customer service excellence and continuous improvement philosophy
  • Commercially focused with the ability to correctly assess the impact of decisions on business outcomes
  • Ability to work under pressure and meet strict deadlines in a constantly changing operational environment
  • Proven track record of achieving KPI targets
  • Ability to make cost effective decisions
  • Proven record of successfully managing change and implementing continuous improvement activities
  • Demonstrated commitment to managing a safe workplace
  • Previous Airport Operations experience highly desirable.
Why Qantas?

You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas.

Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time.

You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities.

While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

  • We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
  • We have flexible leave options: Make use of leave and flexible working opportunities including 14 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
  • We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
  • We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Please note:

Under the Qantas Group COVID-19 Vaccination Policy all Australia-based new employees of a Qantas Group entity must be fully vaccinated with an Approved COVID-19 Vaccine and provide Evidence of Vaccination by uploading your Digital Vaccination Certificate to Workday (our HR information system).

There are different compliance dates for different workgroups under the policy. You will be provided with relevant information, including the compliance date during the recruitment process.

Applications close:
Sunday, 22nd January 2023

If yo

  • Retail Business Development Manager

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Account & Relationship Management (Sales) Full-time Add expected salary to your profile for insights Perth Airport is Australia's Western Hub connecting the people, businesses, and communities of Western Australia with the rest of Australia and the world, operating 24/7 throughout the year. Voted Australia's best major airport in 2019, Perth Airport strives...

  • Retail Strategy Manager

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...

  • Category Manager

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world.Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...

  • Airport Services Manager

    1 week ago

    Perth, Western Australia The Emirates Group Full time

    Job Purpose: Manage and ensure a safe, efficient, cost effective and timely airport operation so that Emirates' image, reputation and customer service levels are maintained and enhanced to the highest standards. Ensure that appropriate action is taken for providing prompt service to Emirates passengers in passenger services and lounge to maintain, and where...

  • Customer Experience Team Leader

    1 week ago

    Perth, Western Australia The Learning Experience #393 Full time

    About UsFor over 45 years, ABN Group has been a leader in the building, property and finance industries, making the dream of homeownership a reality for thousands across Australia. We've built over 90,000 homes, each one a success story, including first homes, apartments, units and luxury homes. We've also provided financial solutions to over 40,000 people,...

  • Perth Airport

    1 week ago

    Perth, Western Australia ISS Full time

    We are currently seeking enthusiastic and motivated Indigenous Customer Service Attendants to join our Aviation and Transport Team at Perth Airport on a Permanent Part Time or Casual basis. What we are looking for: Experience in customer service or a keen interest in working in a dynamic airport environment Ability to successfully pass Drug...

  • Airports Infrastructure and Project Manager

    1 week ago

    Perth, Western Australia Qantas Group Full time

    At Qantas, our team leads the charge in achieving the extraordinary together. Challenge yourself to deliver and steer strategic operational projects and initiatives. Together, we'll strive for quality results & make a positive impact on our team and customers. 24-month opportunities on a fixed-term contract, located at Brisbane, Perth,...

  • Assistant Business Manager – Perth Airport

    1 week ago

    Perth, Western Australia DELAWARE NORTH Full time

    Delaware North is a prominent player in the catering and hospitality sector, with a wide-ranging portfolio that includes sporting stadiums, airports, and entertainment venues throughout Australia and New Zealand.Our operation at Perth Airport collaborates with top-notch hospitality brands and outlets at both the domestic and international terminals. We are...

  • Store Manager @perth Airport

    1 week ago

    Perth, Western Australia LS Travel Retail Full time

    Share your passion for Western Australia with a global audience Come and join us at the Perth Airport where every day is uniqueKey Responsibilities: Oversee the daily store operations Effectively leading and driving your team and managing rosters of all team members Provide an exceptional shopping experience to our customer Proactive inventory management...

  • Airport Services Officer

    1 week ago

    Perth, Western Australia The Emirates Group Full time

    Job Purpose: As the deputy to the Airport Services Manager, ensure a safe, efficient, cost effective and timely airport operation so that Emirates' image, reputation and customer service levels are maintained and enhanced, as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures. Plan, organise and...

  • Terminal Planner

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world.Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...

  • Terminal Planner

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...

  • Spatial & Airfield Planning Officer

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.With aviation bouncing back...

  • Head Of Airport Operations

    1 week ago

    Perth, Western Australia National Jet Express Full time

    Aviation Services (Manufacturing, Transport & Logistics) About us National Jet Express acts as a critical link in the energy and resources sector, providing fly-in/fly-out (FIFO) services in support of mining, oil, and gas projects throughout Australia.We provide flexible charter flights with a full range of service options to Australia's city centres and...

  • Security Assurance

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...

  • Perth Airport

    1 week ago

    Perth, Western Australia ISS SECURITY PL Full time

    We are currently seeking enthusiastic and motivated Indigenous Customer Service Attendants to join our Aviation and Transport Team at Perth Airport on a Permanent Part Time or Casual basis. What we are looking for:Experience in customer service or a keen interest in working in a dynamic airport environment Ability to successfully pass Drug screening Provide...

  • Cost Controller

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world.Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...

  • Team Leader – Perth Airport

    1 week ago

    Perth, Western Australia DELAWARE NORTH Full time

    We're seeking hospitality professionals on a part-time basis, with a capacity to lead from the front and who shares our belief in the highest customer service standards. As a Food & Beverage Team Leader, you possess a genuine passion for inspiring and motivating the team to consistently deliver outstanding service, creating memorable moments for our guests....

  • Architectural Discipline Lead

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world.Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...

  • Architectural Discipline Lead

    1 week ago

    Perth, Western Australia Perth Airport Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.We strive to provide a lasting...