Customer Experience Manager, Workplace Services

5 days ago

Brisbane, Australia AccorHotels Full time

Accor is a world leader in the hospitality industry, present in 110 countries, with more than 5,000 hotels, 10,000 restaurants and bars, 30+ Qantas Lounges and 50+ Commercial Offices. The group deploys an integrated hospitality ecosystem that is among the most diversified in the world, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces. Accor thus has a portfolio of incomparable brands, led by more than 300,000 employees around the world. More than 65 million members benefit from the group's complete loyalty program, ALL - Accor Live Limitless.

**_
Accor Hospitality Services is transforming the world of tomorrow by delivering the day-to-day hospitality needs of our bespoke Partners across Australia. Accor's vision of an Augmented Hospitality Experience that isn't confined by the walls of our hotels, is forged on our Heartist Culture, inspired by our hotels and by loyalty. We provide bespoke hospitality solutions that are Human centric, animated and inspiring and we a searching for inspiring Heartists to join our growing team._**

We are searching for incredible talent to join our **Workplace Services** team in the position of **Customer Experience Manager, Workplace Services** based in Brisbane. Reporting to the Area Manager, VIC,QLD, Workplace Services, Dexus - you will be responsible for leading our services across either a singular asset, precinct or cluster of smaller Commercial office buildings, driving strategic performance and people led outcomes.

**Key duties of this role include, but are not limited to the following**:

- Role commencing in mid-June;
- Plan, coordinate, brief, execute and support the end-to-end delivery of Quarterly and Annual Customer Engagement plans and activation calendars ensuring adherence to asset budgets and with strategic support from the General Manager of Customer Experience;
- Responsibility over the day-to-day operations of Accor’s service delivery ensuring compliance with Accor’s contractual obligations and KPI's for Customer Experience in your asset/portfolio;
- Lead a small team of Head Concierge and Concierge Executives supporting your team in the execution and evolution of the customer experience in your asset/portfolio;
- Create well-written, engaging content to be delivered across a range of social media and electronic platforms;
- Identify opportunities and ways to innovate the customer experience by reviewing feedback, interacting with tenants and identifying new trends;
- Support the Area Manager with talent management across asset/portfolio including recruitment/rostering;
- An inspirational leader who knows how to drive passion and engagement with their teams;
- Deployment of best practice tools, participation in CX training with team, Heartist Engagement and quality assurance programs;
- Embrace the Accor values and lead by example in demonstrating the spirit of the values in all actions and interactions. Highly visible leadership is imperative to the success of this role.

**To be successful in this role you will**:

- Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes;
- Demonstrated experience in the conceptulisation and delivery of innovative events and activations;
- 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.;
- A minimum 2 years experience in hospitality and/or events/sales & marketing leadership;
- Strong passion for people, curating experiences for others and in leading premium service delivery with a proven record of innovation and animation.

**What’s in it for you**:

- An opportunity to Work Your Way, Learn Your Way and experience Benefits Your Way at Accor;
- Ability to really contribute and feel pride in knowing you have made a difference in the transformation and strategic growth of this growing division of Accor;
- Access to the market leading Heartist Program with exclusive discounts on travel, hotels, restaurants, bars and much much more;
- Access to Perk Box, an app based exlusive platform for our Heartists providing accesst to discounts such as movie tickets/shopping alongside wellness and mindfullness digital classes;
- Access to Accor Acadmie to assist in your development and growth for a career of limitless potential with Accor.

Aboriginal & Torres Strait Islander people are strongly encouraged to apply.

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