Customer Experience Manager

**Our Story**

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world's leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.

Every day, our people play a vital role in our purpose to 'create extraordinary places, connecting and enriching communities.'

**Your opportunity**

We have an exciting opening within our Centre Management team at **Westfield Kotara **for a **Customer Experience Manager **. This position presents a fantastic opportunity resulting from an internal promotion. The primary objective of this role is to consistently curate memorable experiences within the living centre on a daily basis. Additionally, you will be responsible for leading and motivating the team to uphold our Service Promise and exceed customer expectations.

As the Customer Experience Manager, you are proactive, hands-on and dedicated to ensuring our teams provide exceptional customer service and we are constantly looking at ways in which we can improve the experiences of our customers.

A snapshot of your role:

- Lead, Coach and develop the Services team which includes Concierge, Car Park and Valet.
- Champion and bring to life the Service Promise (Our Service Values) in the Services team and broader Customer Experience team to ensure that they can deliver extraordinary customer experiences every day
- Lead a culture that celebrates success by championing our recognition program in centre - Service Promise Awards
- Build and nurture a customer-centric culture and professional partnerships with all stakeholders to ensure Scentre Group is recognised as the leader in Centre Experience
- Review, analyse and report on all commercial and customer data in order to capture insights, realise opportunities, and optimise results.
- Act as a change advocate, initiating and supporting new programs that impact the customer experience and business performance
- Manage team performance, succession planning, recruitment, induction and development of talent as required in the CX team
- Contribute positively to our community's Sustainable Business Framework, our people, our environmental impact, and our economic performance
- Budget Management

As a part of our Centre Management team, you'll also have Duty Management responsibilities from time to time too, where you'll be required to work a weekend shift (on a roster), which will be remunerated with a day off in lieu.

**What will set you apart from the rest?**
- You are passionate about customers, the experiences they have and finding new ways to increase customer satisfaction.
- You are an innovative, passionate, dynamic, and self-motivated individual who enjoys working in a high performing culture
- Strong leadership skills where you have demonstrated the ability to build a high performing customer facing team
- Experience in rostering, budgeting and reporting
- A strong people leader with the right mindset who ensures the delivery of the ultimate customer experience every day for our shoppers

**What sets **us **apart from the rest?**
- A collaborative, welcoming, inclusive and supportive culture
- Gender-neutral parental leave - 18 weeks paid with no qualifying period.
- Life Leave - additional five days paid leave to use however you like on top of your four weeks annual leave.
- Diverse career paths - Opportunities to cross-skill and develop working with over 70 different professions within the team.

Our diverse and inclusive workforce is not only something we're proud of but something we're committed to. We encourage and support our people to bring their 'whole selves' to work every day. This is because we believe all our differences contribute to our success and ensure a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce.