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.

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.
• Communicate with customers across all channels of communication (in-person, phone and email), consistently demonstrating Vicinity's service standards and representing company values.
• 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 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.

Centre Operations

• Follow all risk and safety controls, including compliance and emergency management training as required.
• Work closely with the Operations team to ensure efficiency and safety are maintained for staff and customers.
• Oversee the implementation of operational policies and procedures to ensure a smooth and safe environment.
• Conduct regular audits and inspections to identify potential risks and areas for improvement.
• Coordinate with maintenance and security teams to address any operational issues promptly.
• Support the centre team in the day-to-day contractor management including sign-ins, permits, general enquiries, keys, issues and assistance, as needed and when applicable.
• Support the centre's annual strategic goals, contributing as required.
• Act as the first point of contact to escalate operational issues and complaints when required.
• Provide ad-hoc assistance on administration tasks as required from the centre team.

Reporting & Financial

• Manage customer data, including the volume of enquiries, departmental customer complaint reporting and resolution, and retailer requests.
• Complete reporting on gathered information, such as the most requested store list, and provide it to the centre management team to assist in enhancing future customer experiences.
• Prepare and present regular reports on customer service performance, trends, and insights to senior management.
• Monitor and manage the customer service budget, ensuring efficient allocation of resources.
• Analyse financial data to identify cost-saving opportunities and implement strategies to improve profitability.

Key Role Relationships

• Centre Manager & Team
• Operations Team
• Asset Team
• Retailers
• Customers

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.
• Thrive independently and collaboratively, positively contributing to team culture with a can-do attitude.
• Proactive, organised, and efficient in all tasks while maintaining a professional and customer-focused approach.
• Confident in handling a variety of enquiries, including transactions and feedback.
• Passionate about providing an exceptional customer experience and bringing the Vicinity brand to life.
• Strong customer service skills and effective multitasking and prioritisation abilities.
• Excellent written and verbal communication skills.
• Ability to analyse customer service metrics and feedback to identify areas for improvement and implement corrective actions.
• Experience in building and maintaining relationships with internal team members and external stakeholders.
• Ability to manage the resolution of escalated customer complaints and conflicts, ensuring timely and satisfactory outcomes.
• Promote a positive and inclusive team culture, recognising and rewarding outstanding performance and contributions.

CAPABILITIES (what You Can Do)

• Collaborate as an Asset Team - Collaborate for best outcomes for asset and team versus best outcome for individual – Intermediate.
• Planning & Prioritisation - Identify the tasks required to achieve the desired outcomes and prioritise tasks in the right order – Foundational.
• Customer Focused - Understand various customer stakeholders and always consider their needs when making decisions – Intermediate.
• Develop Strong Stakeholder Relationships - Identify, nurture and strengthen diverse stakeholder relationships – Foundational.
• Problem Solving - Use logic and methods to solve problems with effective solutions – Foundational.
• Health, Safety, Environment & Wellbeing - Integrate health, safety, environment and wellbeing into ways of work at asset level to ensure the safety of everyone – Foundational.
• Demonstrate Financial Acumen - Understand how the business operates, the market dynamics and what must be done to be a successful business, both for the short term and longer term – Foundational.
• Understands Asset Vision & Strategy - Know the 'why' behind decisions and actions, think bigger than today, and plan for the future – Foundational.

PERSONAL ATTRIBUTES (who You Are)
You consistently demonstrate and role model the behaviours that bring the Vicinity values to life:

Respect

• We listen to and acknowledge each other's views
• We have difficult conversations with care

Integrity

• We back our words with the right actions
• We do the right thing, no matter the situation

Customer Focus

• We nurture a genuine connection with our customers
• We consider customer needs when making decisions

Collaboration

• We invite the right people to the table
• We balance consensus with decisive actions

Excellence

• We always strive to improve
• We share our challenges and celebrate the wins

Why Vicinity?

Benefits
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.
Role
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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.