Job Title: Customer Experience Manager
**About the Role**
As a seasoned customer experience professional, you will lead and elevate our customer experience strategy across the terminal, ensuring the enhancement of the experience for all customers visiting Adelaide Airport. This is a unique opportunity to shape the future of passenger experience by focusing on strategic development and collaboration with internal and external stakeholders.
**Key Responsibilities:**
* Lead the development and execution of customer experience initiatives aligned with our strategic goals.
* Collaborate with internal teams, airline partners, and retail tenants to ensure a seamless and consistent customer journey.
* Monitor and analyse customer feedback, service metrics, and passenger trends to drive continuous improvement.
* Champion a culture of service excellence through training, coaching, and stakeholder engagement.
* Manage customer service operations, including frontline teams and digital service channels.
* Represent us in industry forums and customer experience networks.
**Requirements:**
* Bachelor's degree in Administration or Business Management (Desirable).
* Extensive experience in the development and leadership of a customer-focused approach to business operations.
* Experience in either Airport operations, airline services or project management (Desirable).
* Proven ability to influence internal and external stakeholders to drive customer-focused improvements.
* Strong interpersonal skills, including the ability to influence and negotiate.
* Ability to obtain and maintain an aviation security clearance.
We welcome applications from diverse backgrounds and are committed to creating a workplace that values diversity, equity, and inclusion.