Guest Experience Manager - Chatswood Chase SydneyJoin to apply for the Guest Experience Manager - Chatswood Chase Sydney role at Vicinity CentresGuest Experience Manager - Chatswood Chase Sydney1 week ago Be among the first 25 applicantsJoin to apply for the Guest Experience Manager - Chatswood Chase Sydney role at Vicinity CentresWe're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia.We’re evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently.We are Vicinity.Role purposeThe key purpose of the Guest Experience Manager role is to lead the Guest Experience team and oversee the development and implementation of the centre’s guest experience strategy. This involves exploring innovative activities, forming partnerships with external stakeholders, and enhancing service standards and offerings. The manager acts as a customer service professional, making decisions, managing daily operations confidently, and fostering a culture of customer service excellence. The role requires providing innovative customer experiences aligned with Vicinity’s values, leading by example with exceptional service, managing customer enquiries, providing information about services and amenities, and resolving issues efficiently. Acting as a liaison between customers and management, the manager fosters a welcoming environment, contributing to a positive experience. Responsibilities include responding to customer requests, offering personalized recommendations, maintaining high standards, building relationships, and contributing positively to the team culture.Key AccountabilitiesPeople LeadershipComplete all elements of the annual performance cycle by the due date (goal setting, reviews, EOY conversations).Conduct regular 1:1’s, team meetings, and development conversations—minimum monthly.Manage performance issues effectively and promptly.Conduct quarterly development conversations with team members.Ensure 100% completion of compliance training for the team.Deliver all health and safety, risk, and compliance requirements across the team.Manage budgets effectively, focusing on cost control.Build personal capability as a people leader.Customer ServiceLead and develop the customer service proposition across all centre functions, including security, cleaning, car park, valet, and concierge.Implement and uphold the Chatswood Chase customer service charter, ensuring all touchpoints reflect the premium positioning.Use innovative methods to enhance the customer journey and strengthen the brand reputation.Maintain the customer service desk as an inviting, high-standard environment prioritizing safety.Lead and support the customer service team, ensuring high performance and professional development.Create and manage team rosters, managing scheduling during peak periods within budget.Develop and execute customer service strategies aligned with the premium brand.Communicate effectively across channels, demonstrating service standards and values.Anticipate and exceed customer needs.Monitor service metrics and feedback, implementing improvements.Foster a culture of continuous improvement and collaboration.Manage operational issues impacting customer service, ensuring seamless communication.Handle escalated complaints and conflicts satisfactorily.Oversee customer service systems and technology, ensuring they are effective and current.Report on performance, trends, and insights regularly.Ensure compliance with policies, standards, and legal requirements.Promote a positive, inclusive team culture with recognition and rewards.Retailer RelationshipsBuild and maintain strong relationships with retailers and tenants.Address operational issues impacting retailer performance and coordinate resolutions.Engage with retailers through regular communication and feedback sessions.Collaborate on initiatives to improve shopping experiences and sales.Centre OperationsFollow all risk, safety, compliance, and emergency procedures.Work with the Operations team to ensure efficiency and safety.Implement operational policies and conduct regular audits.Coordinate with maintenance and security teams for operational issues.Support contractor management and administrative tasks.Contribute to the centre’s strategic goals.Escalate operational issues as needed.Reporting & FinancialManage customer data, complaints, and retailer requests.Prepare reports on customer service performance and trends.Manage the customer service budget efficiently.Identify and implement cost-saving strategies.Key Role RelationshipsCentre Manager & TeamOperations TeamAsset TeamRetailersCustomersExperience & CapabilitiesESSENTIAL EXPERIENCEProven experience in a customer-facing management role, delivering elevated experiences, handling inquiries confidently, and demonstrating strong communication, multitasking, and problem-solving skills.Outgoing, approachable, and comfortable engaging with customers internally and externally.Ability to lead and develop a team effectively.CRITICAL KNOWLEDGEDeep understanding of customer service functions, local area knowledge including transport, tourism, communities, networks, and councils.Proficiency with technology, including Microsoft Office and various systems.Ability to collaborate across teams and stakeholders at all levels.Knowledge of risk, safety, compliance, and emergency procedures.CAPABILITIESAbility to work independently and as part of a team, with a positive attitude.Proactive, organized, and efficient with a customer-focused approach.Confident in handling inquiries and feedback.Passionate about customer experience and brand representation.Strong communication, multitasking, and prioritization skills.Experience in analyzing service metrics and feedback for improvement.Ability to build relationships with internal and external stakeholders.Effective in resolving escalated complaints and conflicts.Promote an inclusive, positive team culture.PERSONAL ATTRIBUTESDemonstrate behaviors aligned with Vicinity values:Respect: Listening and acknowledging others’ views, handling difficult conversations with care.Integrity: Acting consistently with words, doing the right thing.Customer Focus: Building genuine connections, considering customer needs.Collaboration: Engaging the right people, balancing consensus and decisiveness.Excellence: Continually striving to improve, sharing challenges and wins.Why Vicinity?BenefitsOur benefits include flexible work options, birthday leave, securities rewards, mentoring programs, parental leave, and more. We prioritize diversity and inclusivity, encouraging applications from all community sectors, especially Aboriginal and Torres Strait Islander peoples. Our Employee Advocacy Groups actively foster community and allyship.Additional InformationIf you experience accessibility issues or require accommodations, contact our Talent Acquisition team at talent.acquisition@vicinity.com.au or call +61 3 7001 4000. Applicants must have relevant Australian work rights and will undergo background checks.
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