Lounges Customer Experience Manager

6 months ago

Melbourne, Australia Qantas Airways Limited Full time

At Qantas, our people lead the way in achieving the impossible together
- Challenge yourself to deliver strategic operational outcomes
- Permanent, Full-time position based in Melbourne or Adelaide

We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are. Customer is at the heart of our operation. We’ve created something truly unique in our Qantas Lounges and it’s here where our premium customers, connect with the spirit of Australia from the confidence of seeing and interacting with our people, to the sheer awe that comes from watching our aircraft take off and land whilst dining in one of our beautiful lounges.

We understand our priorities and what needs to be delivered, taking the initiative to keep things moving. We bring teams and individuals together to deliver on our customers’ expectations.

As the Lounges Customer Experience Manager, you will be responsible for developing and leading lounge teams and operations across Victoria, Tasmania and South Australia, including International, Domestic and Regional lounges. You will work with partner areas to develop consistent and connected service experiences across our lounge customer touchpoints. You will be a people leader and change agent focused on aligning lounges with the best customer experience practices whilst overseeing operational performance within a region.

In addition, you will drive a performance focussed culture by developing a high performing team and an engaged workforce across both Qantas and third-party supplier workforces by leading, encouraging and facilitating open communication with employees on all relevant matters. As well as managing individual, team and supplier performance against relevant performance criteria and supporting capability development.

The core role accountabilities include people management, supplier management, safety, financial performance, operational delivery, and customer advocacy. In addition, providing project management leadership to support key change initiatives within your regional portfolio of lounges including lounge refurbishments, menu and service changes, as well as attracting new client airline business.

You’ll have
- Previous experience with People management in a customer facing or product development environment
- Firm understanding of the airline industry and the operational environment
- Strong independent decision-making skills with ability to manage ramifications of decisions and drive strategic outcomes
- Demonstrated ability to deliver results within complex business & operational environments with varying stakeholder needs and expectations
- Strong relationship building and stakeholder management skills
- Commercial acumen for delivery of critical business approvals, financial analysis and identifying group benefits
- Ability to influence at all levels
- Customer centric mindset and perspective to programs of work
- Sound understanding on the fundamentals of the customer and service experience
- Proven strong analytical, interpersonal, stakeholder and time management skills
- Extensive experience managing large and complex projects

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 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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 sup

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