Customer Experience Manager

Accor; Sydney; Presencial; AUD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

ALL Heartist Membership

Family & Friends Discounts

ALL Loyalty Program

Accor Academy Training

Typsy Training

Global Hospitality Network

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer experience leadership

Strategic planning

People management

Stakeholder relationships

Written and verbal communication

Content creation

Herramientas

CRM / CX platforms

Descripción del empleo

Accor Hospitality Services is pioneering the transformation of tomorrow's world by addressing the daily hospitality requirements of our partners throughout Australia. Our core focus is on delivering tailor-made, human-centric hospitality solutions. Accor's vision of an augmented hospitality experience transcends the confines of our hotels, taking root within our HEARTIST culture and team ethos. This vision draws inspiration from our properties and thrives on the foundation of loyalty.

Purpose

As the Customer Experience Manager, you are responsible for overseeing and coordinating all activities related to customer experience within a designated portfolio. Your task is to ensure the efficient execution and communication of customer activities within established budgets. Additionally, your goal is to establish a reputation of excellence, and delivering on Accor's client promise.

Primary Responsibilities

• Manage end-to-end Quarterly and Annual Customer Engagement plans, ensuring budget compliance and strategic guidance from the General Manager of Customer Experience
• Oversee day-to-day operations to meet Accor's contractual obligations and Customer Experience KPIs in your asset/portfolio
• Lead a team of Head Concierge and Concierge Executives to enhance the customer experience
• Craft engaging content for various social media and online platforms
• Innovate the customer experience based on feedback, tenant interaction, and emerging trends
• Assist the Area Manager in talent management, including recruitment and rostering
• Inspire and engage your teams as a charismatic leader
• Implement best practice tools, participate in CX training, and ensure quality assurance
• Embody Accor values and set a strong example in all actions and interactions, as visible leadership is critical to the role's success

Skills and Experience

• Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes
• A passion for people with demonstrated ability in leading small teams and cultivating stakeholder relationships both internal and external
• Excellent written and verbal communication skills with strong and demonstrated administrative acumen with an ability to transfer ideas and strategy into professional documents.
• Extensive leadership experience in hospitality and/or events, sales, and marketing roles, gained through years of working in the industry
• Strong passion for people, curating experiences for others and in leading premium service delivery with a proven record of innovation and animation
• All successful candidates will be required to hold a valid National Police Check
• ALL Heartist Membership -Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts-Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program-Earn status & reward points on your worldwide stays
• Learn Your Way-Support your career development with access to Accor's industry leading training platforms, Accor Academy and Typsy
• Build Your Network-With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities-We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.