Guest Experience Manager

3 months ago

University Hill, Australia Vicinity Centres Full time

We are one of Australia's leading retail property groups, who are reimagining the way Australians live, work and play. We own and manage some of the most recognisable and loved retail destinations across Australia and are evolving to transform our portfolio into destinations that offer a broad selection of retail, residential, and office spaces._

Role purpose

The key purpose of the Guest Experience Manager is to lead the customer service team and manage the development and implementation of the Centre’s Guest Experience Strategy. This position will explore innovative guest experience activities and unique partnerships with external stakeholders to enhance the Centre’s existing service standards and offerings.

Shift: Wednesday - Sunday or Thursday to Monday

What will you bring?

You will be a true customer service professional with prior experience in the tourism or retail industry. You will have exceptional communications skills and the ability to work autonomously and make quick and effective decisions whilst maintain focus on enriching the customer experience. You are an experienced people leader who is confident managing the day to day operations of customer services. You are known for your professional, efficient and responsive approach towards all team members and have a proven background working effectively in a collaborative environment. You have demonstrated experience in building and maintaining relationships with both internal team members and external stakeholders. You are passionate about providing innovative customer experiences and thrive on fostering a culture of customer service excellence.

What will success look like?

We Imagine a Better Way
- You are innovative in your approach and thinking toward the Centre’s Guest Experience Strategy.
- You consistently role model the values and behaviours.
- You find opportunities to improve the way customers interact with Vicinity.

We Embrace Difference
- You seek out and encourage diverse views to challenge your own thinking
- You understand and show respect for the diversity of the Vicinity community
- You are a catalyst in creating an environment where people feel confident and supported to be themselves.

We Always Collaborate
- You engage and communicate with your team, consistently and effectively sharing information.
- You proactively develop a welcoming team environment where team member feel supported and valued
- You influence and manage key stakeholders to ensure better outcome for our customers.

Why Vicinity?

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised. This includes:

- Flexible working options
- Birthday leave & purchased additional leave
- $1,000 worth of VCX securities rewarded for eligible team members
- Internal mentoring program
- Generous Parental Leave
- Our values cultivate a culture that encourages our 1,200+ team members to be adaptable, agile, resilient and passionate._
- Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you’d like to speak to someone to understand what it’s like firsthand to work here, please reach out to our Talent Acquisition team._
- Phone: +61 3 7001 4000 _(request to speak to our Talent Acquisition team)_

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