Customer Experience Manager

2 weeks ago

Adelaide Airport SA, Australia Robert Walters Full time $90,000 - $120,000 per year

Adelaide Airport Ltd (AAL) is an internationally recognised and award-winning employer of choice in the dynamic aviation environment. The gateway to South Australia, Adelaide Airport is the fifth-largest airport in Australia and is committed to on-going developments that seamlessly connect the world to South Australia. It is an un-listed public company owned by long term superannuation funds.

AAL is a major business centre and is executing its vision to be a globally connected, next generation hub offering a unique sense of place to its partners. AAL has recently announced $1billion in capital investment over the next five years, covering both significant aviation and technology infrastructure upgrades in addition to some exciting commercial property developments across both our Adelaide and Parafield Airport sites.

AAL employs a highly engaged workforce recognised for delivering exceptional outcomes. Identifying, supporting and encouraging leadership and innovation, AAL is a proven leader in sustainability, supporting diversity and inclusion and offering flexible workplace arrangements.

As the Customer Experience Manager, you will lead and elevate AAL's customer experience strategy across the terminal, ensuring the enhancement of the experience for all customers visiting Adelaide Airport. This is a unique opportunity to shape the future of passenger experience by focusing on strategic development and collaboration with internal and external stakeholders, with a strong emphasis on access and inclusion, ensuring a seamless and welcoming experience for all.

Key responsibilities include:

  • Lead the development and execution of customer experience initiatives aligned with AAL's strategic goals.
  • Collaborate with internal teams, airline partners, and retail tenants to ensure a seamless and consistent customer journey.
  • Monitor and analyse customer feedback, service metrics, and passenger trends to drive continuous improvement.
  • Champion a culture of service excellence through training, coaching, and stakeholder engagement.
  • Manage customer service operations, including frontline teams and digital service channels.
  • Represent AAL in industry forums and customer experience networks.

Key requirements include:

  • Bachelor's degree in Administration or Business Management and/or equivalent (Desirable).
  • Extensive experience in the development and leadership of a customer focused approach to business operations.
  • Experience in either Airport operations, airline services or project management (Desirable).
  • Proven ability to influence internal and external stakeholders to drive customer-focused improvements.
  • Strong interpersonal skills, including the ability to influence and negotiate.
  • Ability to obtain and maintain an aviation security clearance.

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