Group Customer Planning and Research Manager

2 weeks ago

Sydney, Australia The Star Entertainment Group Full time

As our Group Customer Experience and Research Manager, you will be responsible for developing and delivering an outstanding program featuring a closed loop approach for identifying customer issues, analyzing and researching feedback to generate meaningful insights to drive guest centric performance changes. You will lead the Guest Experience and Brand Tracker and use the insights gained to influence and lead change within the business.

Key priorities:

- Strategic management of Guest Experience program including methodology, insights, recommendations and agency management
- Lead the program across the business and influence change with key stakeholders such as property COOs, CMO and operational team, manage ongoing initiatives to uncover customer insights designed to improve customer experiences and delivering success
- Write board papers to present results, insights and actionable recommendations
- Develop customer improvement strategies leveraging feedback and insights to improve operational performance to exceed Group KPIs
- Partner with key stakeholders at all properties in operational areas of the business to drive strategy, plans and activities.

**Our benefits**
- Flexible and agile working culture across a geographically diverse organisation
- Permanent, Full Time position with competitive salary + bonus
- Diversity & Inclusion areas of focus include Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
- 30% Discounts across award winning restaurants and accommodation at all 3 properties
- Lifestyle discounts including gym memberships and laundry services
- FREE meal each day at our Employee Dining Room, including sandwich bar, hot meals and more
- Discounted parking available
- Career development, training, and courses via The Star Academy
- The Star is an Employer of Choice for Gender Diversity awarded by WGEA

**To be successful in this role you will have**:

- Proven experience in a similar role within a fast moving organisation
- Demonstrated experience managing large scale research programs from inception to execution
- Strong ability to influence senior leaders to achieve business outcomes
- Previous experience in strategy, analytical report writing and delivering presentations at EXCO & Board level

**About us**

The Star Entertainment Group’s vision is to be Australia’s leading integrated resort company. Attracting 18 million guests each year, The Star Entertainment Group’s properties across Sydney, Brisbane and the Gold Coast are world class tourist destinations that offer visitors a diverse selection of award-winning restaurants, bars, cafes, accommodation, and entertainment options.

**Our culture**

The Star is a Founding Partner and Major Corporate Partner of Women in Gaming and Hospitality (WGHA) and is recognised with a Silver Award 2021 by the Australian Workplace Equality Index (AWEI) which evaluates LGBTIQ+ inclusiveness in the workplace.

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