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 productive 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 robust 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 robust 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
Solid 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 Sydney
🏢 Accor
📍 Sydney