Customer Experience Manager

Accor Apartments & Realty; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Accor Apartments & Realty is seeking a Customer Experience Manager to oversee customer experience initiatives across a designated portfolio. You will lead a team of Head Concierge and Concierge Executives, ensuring KPI targets and budgets are met, and you will craft engaging content for social media and online platforms.

You will collaborate with the Area Manager on talent management, recruitment, rostering, and implement best practice tools while embodying Accor values and delivering

Qualifications

• Experience building relationships and partnerships to drive customer outcomes.
• Proven ability to lead small teams and manage stakeholders.
• Strong written and verbal communication with ability to formalize ideas into documents.

Responsibilities

• Oversee end-to-end customer engagement plans and ensure budget compliance.
• Supervise daily operations to meet CX KPIs across asset portfolio.
• Lead Head Concierge and Concierge Executives to elevate customer experience.
• Create engaging content for social media and online platforms.
• Innovate CX based on feedback and trends.
• Assist Area Manager with talent management, recruitment, and rostering.
• Demonstrate leadership and embody Accor values in all actions.

Skills

Relationship building

Team leadership

Communication

Administrative skills

Job description

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