Guest Experience Manager

We're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia._
- We’re evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently._
- We are Vicinity._

Role purpose

The key role purpose of the Guest Experience Manager role is to lead the Guest Experience team and oversee the development and implementation of the centre’s guest experience strategy. This role explores innovative guest experience activities and forms partnerships with external stakeholders to enhance service standards and offerings. The Guest Experience Manager is a true customer service professional, making effective decisions, confidently managing daily operations, and fostering a culture of customer service excellence. The Guest Experience Manager passionately provides innovative customer experiences aligned with Vicinity’s values and behaviours, bringing the Vicinity brand to life. This role leads by example with exceptional customer service while overseeing customer enquiries, providing comprehensive information about services and amenities, and efficiently resolving issues. Acting as a liaison between customers and centre management, the Guest Experience Manager fosters a welcoming environment, contributing to a positive and high-quality experience. This role involves accurately responding to customer requests, offering personalised recommendations, collaborating to maintain high standards, building professional relationships, and positively contributing to the team culture.

This is a fixed term contract position ending in July 7th 2026

Key Accountabilities

People Leadership
- All elements of the annual performance cycle are completed by the due date (including goal setting, mid-year reviews, EOY conversations).
- Regular 1:1’s, team meetings and development conversations conducted - minimum monthly cadence.
- Performance issues are managed in an effective and timely manner.
- Quarterly development conversations conducted with all team members.
- 100% of compliance training is completed on time for team.
- All health and safety, risk and compliance requirements are delivered across the team.
- Effective management of budgets as per forecast with demonstrated focus on managing cost.
- Demonstrated commitment to building own capability as a people leader.

Customer Service
- Ensure that the customer service desk is always open and inviting, maintaining a safe and efficient environment where the health, welfare, and safety of staff and customers are a priority.
- Lead and manage the customer service team, providing guidance, training, and support to ensure high performance and professional development.
- Responsible for creating and maintaining the team’s roster, managing scheduling changes and coverage during peak periods, while working within the team headcount and budget.
- Develop and implement customer service strategies and initiatives aligned with the Vicinity brand promise, delivering great experiences to customers, retailers, contractors and colleagues every day.
- Responsible for managing the QVB History Tour program, managing the booking platform, training of Guest Experience team members undertaking the tours, managing customer requests and experience, and liaising with current and potential partners throughout Sydney CBD to enhance and promote this product (ie hotel concierge teams, historical organisations)
- Be aware of customer needs, care about those needs, and go above and beyond to meet and exceed them.
- Monitor and analyse customer service metrics and feedback to identify areas for improvement and implement corrective actions.
- Foster a culture of continuous improvement, encouraging the team to identify and recommend new ways of working to enhance customer service delivery.
- Collaborate with other departments and stakeholders to address operational issues impacting customer service and ensure seamless communication and coordination.
- Manage the resolution of escalated customer complaints and conflicts, ensuring timely and satisfactory outcomes.
- Oversee the maintenance and functionality of customer service systems and technology, ensuring they are up-to-date and effectively utilised.
- Prepare and present regular reports on customer service performance, trends, and insights to management.
- Ensure compliance with company policies, procedures, and standards, as well as relevant legal and regulatory requirements.
- Promote a positive and inclusive team culture, recognising and rewarding outstanding performance and contributions.

Retailer Relationships
- Develop and maintain strong working relationships with retailers and tenancies.
- Engage with retailers on centre operational issues impacting their performance and ensure these issues are raised with