Head of Concierge & Guest Experiences

Mecca Brands; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Product discounts

Product allowance

Parental support

Learning opportunities

Job summary

MECCA Chadstone is seeking a Concierge & Services Manager to lead our concierge and services function end-to-end, driving customer experiences and commercial outcomes. You will work closely with leadership peers to create meaningful customer connections while supporting growth and performance of services.

The role requires experience leading customer-facing teams in retail/hospitality, a passion for MECCA-magic moments, and strong relationship-building skills to deliver memorable experiences and

Qualifications

• Experience leading or supporting teams within a retail, hospitality, concierge, services or customer-facing environment.
• Passion for exceptional customer service, going above and beyond for customers to create MECCA-magic moments.
• Strong stakeholder management experience, both internally and externally.
• Previous coaching and mentoring experience focused on team member development.
• Make-it-happen mindset with a proven ability to develop strong relationships.
• Genuine care for people, always striving to create the best possible team member experience.
• Ability to think big and long-term, and drive change through influencing others.
• Passion for creating memorable customer experiences and building meaningful customer relationships.

Responsibilities

• As a Concierge & Services Manager you will work on a full-time basis.
• This may include shifts across late night and weekend peak trade.
• Lead by example in delivering exceptional customer experiences and ensuring service standards are upheld.
• Drive customer engagement through services, events and experiences that bring the flagship proposition to life.
• Build meaningful customer relationships that foster loyalty and connection to the MECCA community.
• Coach, develop and support concierge specialists and specialist team members to deliver exceptional customer outcomes.
• Partner closely with Trading Managers, Events & Activations and concession partners to deliver a seamless customer experience.
• Contribute to the performance and growth of MECCA-led services through customer engagement, bookings and commercial outcomes.
• Support the recruitment, onboarding and development of concierge specialists and broader specialist talent.
• Operate with agility and apply critical thinking to solve complex problems in a dynamic environment.

Skills

Team leadership

Customer service

Stakeholder management

Coaching & mentoring

Relationship building

Job description

MECCA Chadstone is seeking a Concierge & Services Manager to lead our concierge and services function end-to-end, driving customer experiences and commercial outcomes. You will work closely with leadership peers to create meaningful customer connections while supporting growth and performance of services.

The role requires experience leading customer-facing teams in retail/hospitality, a passion for MECCA-magic moments, and strong relationship-building skills to deliver memorable experiences and