Lounges Customer Experience Manager

Challenge yourself in this exciting leadership role- Together we’ll deliver our service model requirements.- Executive role- Based in Melbourne

Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are.

Airports are the heart of our operation. We’ve created something truly unique in our lounges and its here where our premium customers, connect with the spirit of Australia from the confidence of seeing and interacting with our people, to the sheer awe that comes from watching our aircraft take off and land.

We understand our priorities and what needs to be delivered, taking the initiative to keep things moving. We bring teams and individuals together to deliver on our customers’ expectations.

As the Lounge Customer Experience Manager, you will be responsible for developing and leading onshore lounges teams and operations across a region, including both the major and regional ports nationally. You will work with partner areas to develop consistent and connected service experiences across all customer touchpoints. You will be a SME and change agent by challenging existing business practices and aligning lounges with best customer experience practice strategies whilst overseeing operational performance pillars for the teams through the optimisation of Lounge Operations within a region.

In addition, you will drive a performance focussed culture by developing a high performing team and an engaged workforce across both Qantas and third-party supplier workforces by leading, encouraging and facilitating open communication with employees on all relevant matters. As well as managing individual, team and supplier performance against relevant performance criteria and supporting capability development.

The core role accountabilities include supplier management, people management, safety, financial performance, operational delivery, and customer advocacy. In addition, providing project management leadership to support key change initiatives within their portfolio of lounges including lounge refurbishments, menu and service changes, as well as attracting new client airline business.

You’ll have
- Experience in Strategy, Program Management or Design- Previous experience with People management in a customer facing or product development environment- Firm understanding of the airline industry and the operational environment- Strong independent decision-making skills with ability to manage ramifications of decisions and drive strategic outcomes- Demonstrated ability to deliver results within complex business & operational environments with varying stakeholder needs and expectations- Strong relationship building and stakeholder management skills- Commercial acumen for delivery of critical business approvals, financial analysis and identifying group benefits- Ability to influence at all levels- Customer centric mindset and perspective to programs of work- Sound understanding on the fundamentals of the customer and service experience- Proven strong analytical, interpersonal, stakeholder and time management skills- Extensive experience managing large and complex projects
- Please note:_ Under the Qantas Group
_COVID-19 Vaccination Policy_ all Australia-based new employees of a Qantas Group entity must be fully vaccinated with an Approved COVID-19 Vaccine and provide Evidence of Vaccination by uploading your Digital Vaccination Certificate to Workday (our HR information system).

If you’re up for achieving the impossible, register your interest and we’ll be in touch.