Guest Experience Lead | Community & Retail Partnerships

Vicinity Limited; Melbourne; On-site; AUD 100,000 - 130,000; Full time

Job summary

Vicinity Centres is seeking a Guest Experience Manager for The Glen & Oakleigh Central. You will lead the guest experience team, drive community engagement, and collaborate with retailers and stakeholders to deliver exceptional customer service across two vibrant retail destinations.

You will manage service standards, rosters and budgets, while using customer insights to identify improvements and enhance the overall customer journey.

Qualifications

• Proven experience delivering elevated customer experiences in a retail/destination setting.
• Ability to lead a multi-disciplinary Guest Experience team and partner with retailers, local government and community groups.
• Strong stakeholder management, data-driven decision making and continuous improvement mindset.

Responsibilities

• Lead the Guest Experience team to deliver seamless customer experiences across The Glen and Oakleigh Central.
• Develop community engagement initiatives and partnerships with retailers, local organisations and government.
• Manage customer service metrics, rosters, budgets and escalations to ensure high service quality.
• Collaborate with centre leadership to align guest experience with brand and commercial goals.
• Provide reporting on customer experience performance and opportunities for improvement.

Skills

People leadership

Customer service

Stakeholder engagement

Team management

Communication

Job description

Vicinity Centres is seeking a Guest Experience Manager for The Glen & Oakleigh Central. You will lead the guest experience team, drive community engagement, and collaborate with retailers and stakeholders to deliver exceptional customer service across two vibrant retail destinations.

You will manage service standards, rosters and budgets, while using customer insights to identify improvements and enhance the overall customer journey.