OverviewJoin to apply for the Customer Services Manager - Warringah Mall role at Scentre Group (Owner of Westfield destinations in Aus and NZ).
We're excited to share an outstanding opportunity for a Customer Services Manager to join the Centre Management team at Westfield Warringah.
This is a pivotal role where you will lead and shape the largest team across Concierge, Car Park, and Valet.
As the face of our centre, you'll set the standard for customer experience, ensuring services are delivered seamlessly, professionally, and with a genuine sense of welcome.
You will be the custodian of our Customer Strategy, driving initiatives that grow, build, and enhance our customer experience every day.This permanent, full-time role includes Day-to-day responsibilities and Duty Management on a rostered basis (weekends included, with a day off in lieu).
Applications close: 26 October 2025 (unless filled prior).
ResponsibilitiesLeading, coaching, and developing the Concierge, Car Park, and Valet teams.Acting as custodian of the Customer Advocacy Plan, driving initiatives to build and grow NPS and overall satisfaction.Managing rosters, wages, and budgets, ensuring resources are effectively allocated and aligned with business needs.Setting and maintaining high standards across all front-of-house services to create seamless and memorable experiences.Resolving customer issues on the spot, making proactive and positive decisions that drive advocacy.Collaborating with Marketing, Operations, and other leaders to ensure customer experience strategies are integrated across the business.Recruiting, inducting, and developing talent while fostering a positive and productive team culture.Taking on Duty Management responsibilities on a rostered basis, including weekend shifts, remunerated with a day off in lieu.What sets you apartEnergetic, customer-centric leader who enjoys interacting with people and creating memorable experiences.Strong commercial acumen, with proven experience managing budgets and rosters.Leadership style that empowers teams while ensuring operational excellence.Customer-focused with the ability to resolve issues decisively and deliver experiences that exceed expectations.Commercially savvy with oversight of financials including revenue growth and expense management.Collaborative and strategic, able to partner across teams and drive continuous improvement.About usScentre Group owns 42 Westfield destinations across Australia and New Zealand.
We create extraordinary places and experiences that connect and enrich communities.
We focus on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.
With approximately 75 professions within our business, our team designs, constructs, operates, manages and markets our Westfield destinations and platforms.
We strive to be a place where talent thrives, offering respect, inspiration and development, and work that matters.Diversity, equity and inclusion underpin our culture.
Our vision is that "Everyone Belongs".
We foster a workplace where everyone feels valued, supported and motivated to realise their full potential.
We aim to build a workforce reflecting the communities we operate in and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity or life stage.We offer a range of benefits designed to support wellbeing, career development and lifestyle, including five days paid Life Leave on top of four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period, superannuation paid for the duration of the leave, and free parking at your local Westfield destination.Discover more about working with us.
detailsSeniority level: Not ApplicableEmployment type: Full-timeJob function: Customer Service and Product ManagementIndustries: Retail and Real Estate
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