Guest Experience & Community Engagement Lead

Vicinity Limited; The Glen; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Glen and Oakleigh Central are seeking a dedicated Guest Experience Leader to deliver exceptional customer experiences and strengthen community and retailer relationships. You will lead the Guest Experience team, develop community partnerships, and align initiatives with the centres’ strategic objectives.

Reporting to centre leadership, you will drive continuous improvement in customer journey, insights, and service standards, while managing budgets and performance reporting.

Qualifications

• Proven experience leading guest/customer experiences in a retail/destination setting.
• Ability to develop and implement customer service strategies aligned with brand.
• Strong stakeholder and community engagement skills across local government and retailers.

Responsibilities

• Lead the Guest Experience team and deliver integrated customer experience across centres.
• Develop and manage community partnerships, activations and stakeholder forums.
• Maintain retailer relationships and address operational and customer service issues.
• Oversee centre operations, risk controls and reporting on performance and budgets.
• Coach and develop the Guest Experience team to deliver high-performance results.

Skills

People Leadership

Customer Service Management

Stakeholder Engagement

Community Engagement

Operational Planning

Budget Management

Training & Development

Tools

Microsoft Office

CRM systems

Job description

The Glen and Oakleigh Central are seeking a dedicated Guest Experience Leader to deliver exceptional customer experiences and strengthen community and retailer relationships. You will lead the Guest Experience team, develop community partnerships, and align initiatives with the centres’ strategic objectives.

Reporting to centre leadership, you will drive continuous improvement in customer journey, insights, and service standards, while managing budgets and performance reporting.