Customer Experience Leader — Hospitality & Engagement

Accor; Sydney; Sur place; AUD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

ALL Heartist Membership

Family & Friends Discounts

ALL Loyalty Program

Accor Academy Training

Typsy Training

Global Hospitality Network

Résumé du poste

Accor Hospitality Services is seeking a Customer Experience Manager to oversee CX across a designated portfolio. You will lead a small team, coordinate engagement plans, ensure budget adherence, and drive excellence in line with Accor's client promise.

You will craft engaging content, manage CX KPIs, recruit and roster staff, and apply best practice tools while embodying Accor values. A National Police Check is required, with global All Heartist benefits available.

Qualifications

• Minimum proven experience in leading hospitality or events, sales or marketing teams.
• Excellent written and verbal communication with ability to translate strategy into documents.
• Experience leveraging relationships to drive customer outcomes.
• All successful candidates must hold a valid National Police Check.

Responsabilités

• Manage end-to-end Quarterly and Annual Customer Engagement plans within budgets.
• Oversee day-to-day CX operations to meet KPIs in your portfolio.
• Lead Head Concierge and Concierge Executives to elevate the customer experience.
• Create engaging content for social media and online platforms.
• Innovate CX by using feedback and trends to improve service.

Connaissances

Customer experience leadership

Strategic planning

People management

Stakeholder relationships

Written and verbal communication

Content creation

Outils

CRM / CX platforms

Description du poste

Accor Hospitality Services is seeking a Customer Experience Manager to oversee CX across a designated portfolio. You will lead a small team, coordinate engagement plans, ensure budget adherence, and drive excellence in line with Accor's client promise.

You will craft engaging content, manage CX KPIs, recruit and roster staff, and apply best practice tools while embodying Accor values. A National Police Check is required, with global All Heartist benefits available.