Customer Experience Manager

**Our Story**

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world’s leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.

Every day, our people play a vital role in our purpose to ‘create extraordinary places, connecting and enriching communities.’

**Your opportunity**

We have an amazing opportunity for a **Customer Experience Manager (Services Manager) **to join the Centre Management team at **Westfield Mt Gravatt **. This role is focused on consistently creating moments that matter in the living centre every day, as well as leading and inspiring the team to deliver our Service Promise to our millions of customers each year.

As the Customer Experience Manager, you are proactive, hands-on and dedicated to ensuring our teams provide exceptional customer service. You will lead a team that are constantly looking at ways in which we can improve the experiences of our customers, as well as sharing customer experience data insights with your peer departments to elevate all aspects of the customer experience.

A snapshot of your role:

- Lead, Coach and develop the Customer Services team which includes Concierge, Car Park, Valet and Westfield Direct
- Champion and bring to life the Service Promise (Our Service Values) in the Customer Services team and broader Centre team to ensure that they can deliver extraordinary customer experiences every day
- Lead a culture that celebrates success by championing our recognition program in centre - Service Promise Awards
- Build and nurture a customer-centric culture and professional partnerships with all stakeholders to ensure Scentre Group is recognised as the leader in Centre Experience
- Review, analyse and report on all commercial and customer data to capture insights, realise opportunities, and optimise results.
- Act as a change advocate, initiating and supporting new programs that impact the customer experience and business performance
- Manage team performance, succession planning, recruitment, induction, and development of talent as required in the CX team
- Contribute positively to our community's Sustainable Business Framework, our people, our environmental impact, and our economic performance
- Budget Management

As a part of our Centre Management team, you’ll also perform Duty Management responsibilities from time to time too, an exciting opportunity to develop your skills where you will be running shifts that cater for tens of thousands of customers each day. As Duty Manager, you may be required to work occasional weekend shifts (on a roster), which will be remunerated with a day off in lieu.

**What will set you apart from the rest?**
- You are passionate about customers, the experiences they have and finding new ways to increase customer satisfaction
- You believe that exceptional customer experiences start with exceptional employee experiences
- You are an innovative, passionate, dynamic, and self-motivated individual who enjoys working in a high performing culture
- Strong leadership skills where you have demonstrated the ability to build a high performing, and inspired customer facing team
- Experience in rostering, budgeting and reporting
- A strong people leader with the right mindset who ensures the delivery of the ultimate customer experience every day for our shoppers

**What sets **us **apart from the rest?**
- A collaborative, welcoming, inclusive and supportive culture
- Gender neutral parental leave - 18 weeks paid with no qualifying period.
- Life Leave - additional five days paid leave to use however you like on top of your four weeks annual leave.
- Diverse career paths - Opportunities to cross skill and develop working with over 70 different professions within the team.

Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day because we believe our differences contribute to our success and ensures a workforce that reflects the customers we serve, in the communities in which we operate. This commitment is backed by executive and employee-led working groups including LGBTI, gender equity, mental health & wellbeing, working flexibility and disability alongside other initiatives. Aboriginal and Torres Strait Islander peoples are encouraged to apply.