AddressOur Story
Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world’s leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.
Every day, our people play a vital role in our purpose to ‘create extraordinary places, connecting and enriching communities.’
Your opportunity
We are currently seeking a Customer Experience Manager to join the Centre team at Westfield Belconnen. This is a chance to join a team who are driven to consistently create moments that matter in the living centre every day and lead and inspire their team to deliver our Service Promise to our customers.
As the Services Manager you will be responsible for leading our Concierge and Carpark divisions.
A snapshot of your role:
- Lead, coach and develop the Concierge and Carpark teams to deliver an extraordinary experience to our customers and improve our NPS
- Build and nurture a customer centric culture, new initiatives and professional partnerships with key stakeholders and the local community.
- Manage team performance, succession planning, recruitment, induction, and development.
- Own the rostering, budgets and forecast management.
- Review and analyse customer feedback to capture insights and realise opportunities.
- Partner with internal and external stakeholders to identify and implement opportunities to improve the car park and concierge experience.
- Champion our Service Promise (Our Service Values) and drive the Customer Promise recognition program
This is a Full Time permanent opportunity based at Westfield Belconnen.
What will set you apart from the rest?
Experience in a similar role is preferred but not essential. We recognise that the required skills and experience are attained across a wide range of roles in various industries. What will set you apart, is your enthusiasm for premium retail, operations management and elevated Customer Experiences.
You will be a passionate people leader, who is detail-oriented, innovative, and customer-focused. You enjoy working in a dynamic and high performing team culture and want the best for all team members.
- An energetic people person who enjoys interacting with customers and an ability to achieve a high level of service that consistently meets and exceeds the expectations of our customers.
- Being empowered to rectify and resolve customer issues and make proactive and positive decisions on the spot.
- Commercially savvy and prior oversight of business financials, namely revenue driving and expense reduction strategies.
- Experience in rostering, budgeting and reporting.
- Ability to learn new systems and procedures quickly and share existing skills with your team.
What sets us apart from the rest?
- Competitive benefits including 18 weeks parental leave (no qualifying period), volunteer days to work with our charity partners, health, and wellbeing discounts
- Life Leave – additional five days paid leave to use however you like on top of your four weeks annual leave
- Diverse career paths - Opportunities to cross skill and develop working with over 70 different professions within the team.
- A range of corporate benefits.
Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve.
Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day because we believe our differences contribute to our success and ensures a workforce that reflects the customers we serve, in the communities in which we operate.
This commitment is backed by executive and employee-led working groups including LGBTQIA+, gender equity, mental health & wellbeing, working flexibility and disability alongside other initiatives. Aboriginal and Torres Strait Islander peoples are encouraged to apply.
If this sounds like you, apply today to make extraordinary happen!
