Customer Experience Manager

SeaLink Marine & Tourism - South East Queensland

Join an award winning ASX-listed tourism and transport company

Range of Employee Benefits including staff discounts and career development

Based in Cleveland, QLD

About the Role

The Customer Experience Manager will be responsible for   maintaining a high-level of customer satisfaction, managing sponsorship and support.

Working within the Reservation department, the Customer Experience Manager will be responsible for driving excellence in customer service and corporate social responsibility, ensuring the culture, values and attitude of all customers-facing roles and collateral aligns with brand values

Key Responsibilities

• Assist Managers with developing and maintaining training and operations manuals
• In conjunction with the Business Development Manager, liaise with major stakeholders and sponsorship clients,
• Build and maintain relationships with key business stakeholders
• Continuously strive to find opportunities where the customer experience can be improved or delivered more effectively at all customer touchpoints
• Work with department managers to investigate feedback, identify areas of improvement and apply learnings to new or updated policies and procedures
• Liaise with People & Culture to design and deliver Customer Experience training
• Ensure that recruitment, training and coaching support customer-facing staff in delivery of excellent customer service
• Build rapport with top account clients and maintain relationships
• Analyse and report on supported events, donations and promotions, including financial impact
• Assist with SeaLink corporate hospitality including internal events
• Assist with Tourism or Business Awards submissions

About You

• Excellent verbal and written communication skills
• Advanced computer skills, with experience in Microsoft’s O365 suite
• Ability to organise and delegate
• Problem-solving and decision-making skills essential
• Tertiary qualification in Tourism, Marketing, Communications or Business field, or equivalent experience
• Sales and/or customer service experience essential

About Us

Since commencing operation in 1964 with the first vehicle ferry, MV Myora, Stradbroke Ferries (now SeaLink South East Queensland) has grown to become the largest marine operator in Moreton Bay. Today SeaLink South East Queensland operates vehicle and passenger ferry services to Straddie and the Southern Moreton Bay Islands of Lamb, Karragarra, Macleay and Russell. 

SeaLink South East Queensland is a SeaLink Marine & Tourism company, part of the Kelsian Group - Australia's largest integrated land and marine, tourism and public transport service provider with established international operations in London and Singapore.

Our purpose is to be a world leader in delivering essential journeys through safe and intelligent transport solutions and create brilliant customer experiences.

How to Apply

Click APPLY and fill in as much information as you can in the track record section of the application, paying close attention to each question. Please provide a copy of your resume and a cover letter telling us why you are the best person for this position.

Applications close by Friday 19 August 2022

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion.