Visitor Experience Manager

3 weeks ago

Bundaberg Central, Australia Diageo Full time

From humble beginnings to extraordinary futures, Diageo is centred on crafting incredible stories of ambitious possibilities. From our iconic global brands such as Johnnie Walker, Smirnoff, Tanqueray and Don Julio, to our local homegrown heroes Bundaberg Rum, UDL and Reeftip, we are a team of pioneers, looking to lead the future of our industry and brands from today. At Diageo, you will be a chosen custodian of our brand portfolio, entrusted with building brands for consumers to celebrate with in the moments that matter. Alongside you will be a group of ambitious, passionate and innovative people, who will help you to achieve extraordinary heights. Together, you will help us create a future worth celebrating.

What will your role be?

As a key member of the Site Leadership Team, the Visitor Experience Manager (VEM) plays a crucial role in overseeing the daily operations and strategic development of the Bundaberg Brand Home. This includes managing the tours, retail store, and fulfillment warehouse to ensure a seamless and memorable experience for all visitors.

The VEM is responsible for maintaining high standards of service, enhancing visitor satisfaction, and driving operational efficiency. This role requires a collaborative approach, working closely with the Brand Home Marketing Manager to ensure that all visitor experience initiatives align with the broader brand values and strategy.

Additionally, as a Site Leadership Team member, the VEM contributes to the site's strategic direction, particularly in areas related to People, Process, and Capital Investment. This involves participating in decision-making processes that impact the site's long-term success and sustainability.

With an expected 65,000 visitors annually, the VCM works closely with the D2C and Brand Home Marketing Manager to deliver strategies that support the metrics above. Key trading periods include public and school holidays, during which successful execution is essential to achieving financial targets. The VCM must also ensure the excellent execution of new innovations and promotions.

What does this role look like for you?

  • Oversee daily operations of the Bundaberg Brand Home tours, retail store, and fulfillment warehouse.
  • Ensure high standards of service and hospitality across all visitor experiences.
  • Develop and implement operational procedures to enhance efficiency and visitor satisfaction.
  • Monitor and manage merchandise inventory levels, coordinating with the Merchandise Inventory Controller.
  • Handle visitor inquiries and complaints professionally and efficiently, implementing initiatives to improve customer satisfaction and loyalty.
  • Conduct regular safety audits and training sessions, ensuring compliance with safety regulations.
  • Collaborate with the Brand Home Marketing Manager to align operational activities with marketing strategies.
  • Provide operational insights and feedback to support marketing initiatives.
  • Deliver projects and initiatives to reduce the environmental impact of the VE operations and support the Diageo Society 2030 ambitions.

What will you bring to the table?

  • Minimum of 5 years of experience in a managerial role within the hospitality or retail industry.
  • Proven track record of managing teams and delivering high-quality customer experiences.
  • Extensive experience managing the performance and engagement of a diverse teams.
  • Strong knowledge of budgeting and P&L management.
  • Skills in Excel, PowerPoint, and Word
  • Significant experience managing a tours or retail operation.
  • A qualification in retail, logistics, or operations would be valuable.
  • Ability to handle unexpected operational issues or emergencies calmly and effectively.

What are the benefits?

We are an organisation that creates products that are part of celebrations, and our culture reflects this.  At Diageo, you will have the ability to work flexibly to ensure you can unlock your own potential through creating bold plans and executing your vision.

You will also be rewarded through competitive salary and monetary benefits including bonus, flexible leave entitlements and product allowance as well as being supported via non-monetary benefits including an industry leading parental leave policy, volunteering days and workplace giving, and subscriptions to mental health and fitness platforms.

Our commitment to inclusion and diversity:

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

At Diageo, we pride ourselves on our fast paced, bold and agile culture. In order to ensure we’re supporting the performance ambitions of our team, applications for this role will close 21st June 2024.

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