Customer Experience Manager

Accor Hospitality Services is pioneering the transformation of tomorrow’s world by addressing the daily hospitality requirements of our partners throughout Australia. Our core focus is on delivering tailor-made, human-centric hospitality solutions. Accor’s vision of an augmented hospitality experience transcends the confines of our hotels, taking root within our HEARTIST culture and team ethos. This vision draws inspiration from our properties and thrives on the foundation of loyalty.

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 animationhttps://careers.accor.com/global/en/job/customer-experience-manager-in-264-278-george-st-2000-sydney-au-jid-102498