At a Glance
- Tasks: Lead customer experience initiatives and manage a dynamic team to enhance guest satisfaction.
- Company: Join Accor, a leader in hospitality with a commitment to excellence.
- Benefits: Competitive salary, career growth opportunities, and a vibrant work culture.
- Other info: Be part of a supportive environment that values innovation and teamwork.
- Why this job: Make a real impact on customer experiences and lead a passionate team.
- Qualifications: Experience in hospitality, strong leadership skills, and a passion for people.
The predicted salary is between 62100 - 75900 $ per year.
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.
Customer Experience Manager in Sydney employer: Accor Apartments & Realty
As a Food & Beverage Manager with us, you'll thrive in a dynamic and supportive environment that prioritises employee growth and development. Our culture fosters creativity and collaboration, allowing you to lead a passionate team while crafting unforgettable experiences for our guests. Located in a vibrant area, we offer competitive benefits and a unique opportunity to make a significant impact in the hospitality industry.
