Customer Engagement Manager – APAC
Location: Sydney
Reporting to: Customer Engagement Director, Asia Pacific
It would be impossible not to love this award winning, global brand committed to responsible tourism in some of the world's most remote regions including the Antarctic, Arctic & Kimberley.
They are seeking an experienced and people-focused Customer Engagement Manager to lead the day-to-day operations of their Sydney-based Reservations, Concierge and Back Office teams.
This is a hands-on leadership role requiring strong operational expertise, a visible leadership presence, and a continuous improvement mindset. You will be accountable for service excellence, team performance, and operational efficiency, while working within the strategic framework and KPIs set by the Customer Engagement Director.
Key Responsibilities Leadership & Team Development
* Lead, mentor and develop high-performing teams through regular coaching, structured monthly one-on-one meetings, and call coaching.
* Foster a positive, inclusive and high-performance culture aligned with the company's service standards and values.
* Facilitate weekly team meetings to align priorities, performance expectations and communication.
* Act as a visible leader, supporting teams and driving engagement and accountability.
Operational Excellence
* Provide daily operational leadership across Reservations, Concierge and Back Office functions.
* Proactively identify, manage and resolve operational issues to ensure seamless service delivery.
* Communicate, monitor and review KPIs to ensure performance targets are consistently achieved.
* Drive continuous improvement initiatives to enhance efficiency, quality and consistency.
Customer Experience
* Monitor overall team performance and implement corrective actions where required.
* Ensure an exceptional end-to-end customer experience, from initial enquiry through booking and post-booking support.
* Support upselling and personalisation by ensuring customer preferences are captured and delivered to a high standard.
Stakeholder Collaboration
* Work closely with internal stakeholders across the Sydney APAC office and global Head Office to support business objectives.
* Act as an operational point of contact for customer engagement matters within agreed scope and delegation.
About You
* Proven experience in customer service leadership, ideally within travel, cruise or luxury hospitality.
* Strong people leadership, coaching and performance management capability.
* Excellent interpersonal and communication skills (written and verbal).
* Highly organised, detail-oriented and able to manage multiple priorities under pressure.
* Confident working cross-functionally and building strong stakeholder relationships.
What's in it for you?
The opportunity to lead, influence and elevate the customer experience across the APAC region for a global brand developing responsible tourism to remote regions, a flexible hybrid arrangement with 3 days in the office and 2 days from home to help the work/life balance, opportunities for career growth and a free expedition every two years