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Manager

3 weeks ago

Albert Park, Australia Melbourne Sports Centres Full time

30 Aughtie Dr, Albert Park VIC 3206, Australia Req #567

Tuesday, 12 November 2024

**About State Sport Centres**

Are you ready to be a crucial part of the dynamic world of State Sport Centres? We are the heartbeat of premier multi-sport facilities in Victoria, dedicated to fostering peak performance, unlocking potential, and delivering world-class events. State Sport Centres are more than just facilities; we're the driving force behind sports enthusiasts reaching new heights. We exist to fuel passion, inspire excellence, and contribute to the well-being of the Victorian community. Join the team that transforms the sports landscape and creates a legacy of excitement, engagement, and inspiration.

**About the role**:
The Manager Service Improvement and Innovation is a strategic leadership role tasked with developing and implementing the SSCT Customer Strategy across all our venues including Melbourne Sports & Aquatic Centre, State Netball Hockey Centre, Lakeside Stadium and State Basketball Centre. Reporting to the General Manager - Venues, this role provides strategic support and guidance to Venue Managers, Operations Managers and Team Leaders, ensuring alignment with the organisation's values and vision. The position plays a crucial role in building capability and fostering a culture of exceptional customer experience at SSCT venues. The role enhances organisational value by shaping stakeholder relationships, setting customer experience priorities and driving customer engagement initiatives.

**The responsibilities of the role include**:

- Provide strategic leadership in Customer Experience across all SSCT venues and channels
- Foster a culture of customer experience excellence by developing and implementing best practice policies and procedures
- Implement industry-leading customer experience solutions to enhance SSCT's professional image
- Utilize new and existing technologies to drive effective customer service delivery
- Lead the development and implementation of customer service standards and behaviours, including a comprehensive training plan
- Lead the review and implementation of the SSCT Customer Charter and monitor compliance
- Develop and monitor minimum service standards that align with the customer charter
- Lead SSCT's Customer Feedback program, including survey development and resolution of issues
- Contribute to the development of strategic and annual business plans
- Develop annual budgets related to customer experience
- Report on performance metrics compared to budget and industry benchmarks
- Contribute to a safe workplace environment by adhering to WHS and Risk Management policies

**Required skills and Qualifications**:

- Tertiary qualification in relevant field/s such as customer experience, business, marketing, operations
- Evidence of Customer Experience leadership and effectiveness
- Demonstrated understanding and experience of customer experience theory, channels, tools, strategies, standards and success measures
- Demonstrated history of delivering exceptional customer experience in a fast-paced and multi-disciplinary setting
- Understanding of customer service principles and the ability to train staff to achieve high quality outcomes
- Experience working in sporting and/or entertainment venues highly desirable
- Project Management experience will be well regarded
- Current Victorian Driver’s License
- Victorian Employee Working with Children Check

**Why is this a great place to work?**

You will love working at the State Sports Centres. Here’s just a few reasons why:

- Flexible working arrangements
- Great staff benefits including free parking, performance gym membership, discounts at SSCT food & beverage and retail outlets and complimentary court hire for casual bookings across the stadiums
- Family and friends’ discounts on performance gym membership
- Discounts on holiday programs and creche for dependents
- You will be challenged daily and can develop yourself as a person as well as gaining valuable career skills
- We have a fantastic team of people who are great to work with
- Join us in our mission to help people to be excited about sport, engage in healthy activity and feel inspired to be their best
- We are surrounded by elite athletes daily and you will support various elite sports and world class events
- **How to apply**:
**Other details**:

- Job family Administration
- Job function Administration
- Pay type Salary