Customer Experience Manager

Purpose

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