Customer Experience Leader

2 days ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $87,654 - $123,456

Job Title: Customer Experience Leader

    We are seeking a customer-focused leader to join our team. In this full-time, permanent role, you will lead and develop large customer-facing teams, manage operations, and drive customer service excellence.

    Key Responsibilities:

    • Lead and Develop Teams: Coach and mentor the Concierge, car park, and Valet teams to deliver outstanding experiences and drive improvements in customer satisfaction.

    • Foster a Customer-Centric Culture: Create an environment where customers are at the heart of everything we do, launching new initiatives and building partnerships with stakeholders and the local community.

    • Manage Team Performance: Oversee recruitment, onboarding, team performance, succession planning, and ongoing development.

    • Ensure Operational Efficiency: Manage rostering, forecasts, and ongoing development.

    • Utilise Insights and Feedback: Analyse customer feedback to identify insights and opportunities for improvement.

    • Enhance Experiences: Work with internal and external partners to continually improve the valet experience.

    • Champion Our Service Values: Drive the recognition program and uphold our Service Promise.

    • Customer Innovation: Drive new ways to continually increase customer experience within our destination.

    Requirements:

    • Proven experience leading large, customer-facing teams, with a strong ability to inspire, develop, and empower team members.

    • Strong commercial acumen and a strategic mindset to drive business outcomes.

    • A track record of leading customer innovation initiatives that improve service delivery and operational performance.

    • Excellent communication and stakeholder engagement skills, with the ability to influence across all levels.

    • A proactive, solution-focused approach and the ability to thrive in a fast-paced, evolving environment.

    About Us:

    Our vision is to create extraordinary places and experiences that connect and enrich communities.

    We aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, or life stage.

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