Customer Experience Manager

4 days ago

Melbourne, Victoria, Australia beBeeExperience Full time $124,252 - $148,231

Customer Experience in Lounges

We strive to deliver exceptional service that meets our customers' expectations. Our unique customer experience should make people feel at home, regardless of their location.

Our Qantas Lounges are truly special, where premium customers can connect with the spirit of Australia from the comfort of our beautiful lounges. As a result, our customers enjoy an unforgettable experience, whether they're dining, relaxing, or watching aircraft take off and land.

The heart of our operation is our customers. We understand their priorities and what needs to be delivered, taking the initiative to keep things moving. Our teams and individuals come together to deliver on our customers' expectations.

As a Customer Experience Manager, you will lead lounge teams and operations across Victoria, Tasmania, and South Australia, including International, Domestic, and Regional lounges. You will work with partner areas to create consistent and connected service experiences across our lounge customer touchpoints.

Key Responsibilities:

  • People management: leading, motivating, and developing high-performing teams.
  • Supplier management: working with third-party suppliers to deliver exceptional customer experiences.
  • Safety: ensuring the safety of our employees, customers, and stakeholders.
  • Financial performance: managing financial aspects of lounge operations and contributing to business growth.
  • Operational delivery: overseeing the day-to-day operations of our lounges.
  • Customer advocacy: advocating for our customers' needs and expectations.
  • Project management leadership: supporting key change initiatives within your regional portfolio of lounges.

Delivering results in complex business environments, decision-making skills, and the ability to influence at all levels are essential for this role. Commercial acumen, stakeholder management skills, and analytical thinking will help drive strategic outcomes and exceed customer expectations.

About This Role:

This is a challenging and rewarding opportunity to join our team and make a real impact on our customers' experiences. If you are passionate about delivering exceptional customer experiences and have a proven track record of success, we encourage you to apply.

What We Offer:

As a valued member of our team, you will receive:

  • A competitive salary package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.

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