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 animation

All successful candidates will be required to hold a valid National Police Check

Accor Benefits

ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!

Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you

Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays

Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy

Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide

Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.