Sydney Customer Experience Strategist

1 week ago

Sydney, New South Wales, Australia Echo Entertainment Group Full time

Job Description:

We are seeking a highly skilled Guest Experience Design Manager to join our Customer & Product Leadership Team at Echo Entertainment Group in Sydney.

About the Role:

The Guest Experience Design Manager will be responsible for managing the design, delivery, and optimisation of Echo Entertainment Group's guest experience as it relates to Customer Care across all key touchpoints. This includes developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.

Key Responsibilities:

  • Manage The Star Entertainment Group's Customer Care guest journey in recognition of best practice experience principles across customer touchpoints, and legislative and regulatory requirements
  • Drive change and adoption of the Customer Care guest experience evolution, ensuring consistency across Echo Entertainment Group properties
  • Drive Member and Guest engagement with Customer Care principles and messaging in each venue, and across relevant customer touchpoints
  • Manage and deliver Communications (Guest and Team Member) driving education and adoption, supporting Customer Care guest journeys
  • Utilise insights from the customer research program, and group insights and analytics, with the goal of improving Customer Care guest experience outcomes

Requirements:

  • Proven 5 years' experience in a senior or similar role
  • Customer research, insights and analytics experience
  • Customer experience and value proposition design and delivery
  • Excellent communication and presentation skills with strong attention to detail
  • Strong stakeholder engagement and management skills

About You:

You are an accomplished professional with extensive experience in customer journey design and implementation. With a keen understanding of customer insights, you will have the ability to develop and execute strategies that enhance the customer experience. Your expertise in customer communications and product management has led to successful initiatives that have positively impacted organisational growth.

$140,000 - $180,000 per annum, depending on experience, plus up to 30% discounts across award-winning restaurants and accommodation, flexible working arrangements, and lifestyle discounts including gym memberships and dry-cleaning services.

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