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Manager of Guest Experience Design
2 months ago
GUEST EXPERIENCE DESIGN MANAGER – CUSTOMER & PRODUCT LEADERSHIP TEAM
At Echo Entertainment Group, we strive to be a premier integrated resort company in Australia. Our goal is to craft enjoyable and unforgettable experiences for the multitude of guests we host annually at our esteemed venues.
Our establishments across major cities are renowned for their exceptional hotels, dining options, bars, and entertainment facilities.
Echo Entertainment Group is a publicly listed company dedicated to uplifting the communities in which we operate. We aim to achieve this by leading with integrity and core values, ensuring we provide entertainment, gaming, and leisure experiences in a safe, responsible, and ethical manner.
As the Guest Experience Design Manager, reporting to the Head of Guest Experience, you will oversee the design, execution, and enhancement of our guest experience related to Customer Care across all significant interaction points.
This position presents a remarkable opportunity to be part of a newly established team, consolidating central Guest Experience functions including digital channels, Reservations & Guest Services, research, and complaint management.
Key Responsibilities
Oversee the Customer Care guest journey at Echo Entertainment Group, ensuring adherence to best practice experience principles across customer interaction points, along with compliance to legislative and regulatory standards. Propel the evolution of the Customer Care guest experience, ensuring uniformity across all Echo Entertainment Group properties. Foster Member and Guest engagement with Customer Care principles and messaging at each venue and across relevant customer interaction points. Manage and disseminate communications (for Guests and Team Members) that promote education and adoption, supporting Customer Care guest journeys. Leverage insights from customer research initiatives and group analytics to enhance Customer Care guest experience outcomes.Qualifications
A minimum of 5 years' experience in a senior or comparable role. Expertise in customer research, insights, and analytics. Proficiency in customer experience and value proposition design and implementation. Exceptional communication and presentation skills with a strong focus on detail. Strong stakeholder engagement and management capabilities.You are a seasoned professional with extensive expertise in customer journey design and execution. With a deep understanding of customer insights, you possess the ability to formulate and implement strategies that elevate the customer experience. Your background in customer communications and product management has led to successful initiatives that have positively influenced organizational growth. Renowned for your strong product and communication skills, you are committed to delivering outstanding results that enhance customer satisfaction and loyalty.
Your role will be crucial in shaping the success of our customer journey and experience at Echo Entertainment Group.
What We Offer
Flexible working arrangements. Discounts of up to 30% across award-winning dining and accommodation options. Lifestyle discounts, including gym memberships and dry-cleaning services. An organization that values diversity, teamwork, and personal excellence. Focus on Diversity & Inclusion, encompassing Multicultural, Gender, Aboriginal & Torres Strait Islander, and LGBTQI+ initiatives. Opportunities to collaborate with elite professionals and assets.Please note that eligibility checks are part of the recruitment process and ongoing employment for this position.
Our Culture
At Echo, we are dedicated to fostering a diverse, equitable, and inclusive workplace that we believe will contribute to exceptional experiences for our guests, a great working environment for our team members, and positive outcomes for our communities.
We welcome applications from individuals of all cultures, ages, religions, genders, LGBTQI+ individuals, Australia's First Nations Peoples, and those with disabilities. We provide a variety of flexible working options for team members to achieve a balance between work and personal life that aligns with their unique well-being needs.
Echo is recognized as a WGEA Employee of Citation for Gender Equality holder and has received a Gold Award for 2022 from the Australian Workplace Equality Index (AWEI), which assesses LGBTQI+ inclusiveness in the workplace.
