Head of Customer Experience & Engagement

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

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