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.

The work schedule for this role:

Tuesday to Saturday - (9:00am - 5:30pm)

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.
• 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

The role is responsible for leading and continuously enhancing the customer service experience across all centre functions, aligning with Grand Plaza's community engagement initiatives.

• Lead, role model and continually develop and improve the Grand Plaza customer service proposition, across all centre team functions and services, inclusive of security, cleaning, car park, and concierge.
• The position involves managing the customer service team, developing service strategies, maintaining desk operations, and using innovative approaches to improve customer engagement.
• It also includes performance monitoring, handling escalations, ensuring compliance, and promoting a positive, inclusive, and high-performing team culture.

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 the asset team for resolution.
• Facilitate regular communication and feedback sessions with retailers to understand their needs and address concerns promptly.
• Collaborate with retailers to implement initiatives that enhance the overall shopping experience and drive sales.

Experience & Capabilities

ESSENTIAL EXPERIENCE (what you have done)

• Proven experience in a customer-facing management role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication, multitasking, and problem-solving abilities.
• A natural and outgoing people person, comfortable approaching customers both internal and external.
• Demonstrated ability to lead and manage a team, providing guidance, training, and support to ensure high performance.

CRITICAL KNOWLEDGE (what you need to know)

• Excellent knowledge of customer related functions, customer service, and local surrounding areas including key transport, tourism, communities, network and councils.
• Proficient and confident in using technology, including Microsoft Office, various systems, computers, iPhones, etc., and following processes with attention to detail.
• Understanding and confidence in collaborating with various team members and stakeholders at all levels.
• Knowledge of risk and safety controls, compliance, and emergency management procedures.

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised. This includes:

• Flexible working options
• Birthday leave & purchased additional leave
• $1,000 worth of VCX securities rewarded for eligible team members
• Internal mentoring program
• Generous Parental Leave

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence.  They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.

At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you'd like to speak to someone to understand what it's like firsthand to work here, please reach out to our Talent Acquisition team.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email:

Phone: (request to speak to our Talent Acquisition team)

Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.