Customer Experience Manager

Company Description

Do you have a passion for shaping and influencing company culture? If so, we want you to join our team!  

Job Description

This site-based role as Customer Experience Manager is responsible for overseeing the Customer Experience Team and ensuring the continuity of quality of the Client’s Hospitality standard across all hubs and villages. The Customer Experience Manager will strengthen the contribution of each manager, ensuring that they are operating in a consistent and effective manner with a strong focus on quality service delivery and customer perception.

Requirements of the role will include but are not limited to:

• Maintain a positive, healthy, social, welcoming, and safe village environment
• Act as the interface between the Clients Customers and the services delivered by Sodexo
• Oversee the successful implementation of Modern Recipe, Mindful and overall quality of the dining experience
• Liaise with managers to escalate concerns and operationalize improvements
• Act as the key contact for Customers, providing concierge services to all newcomers and guests
• Regular auditing – providing targeted feedback on Village life, soliciting, and acting on all feedback; using these mechanisms to escalate concerns and to enhance the customer experience
• Liaising with managers (cleaning/catering) escalating and improving
• Customer interface with the local client

Who are we looking for?  
We’re looking for someone who thrives in fast-paced, high-volume environments; there’s never a dull moment at Sodexo.   
You take pride in delivering work to the highest standard, with excellent time management and teamwork skills and have the ability to work independently and communicate with stakeholders at all levels.  

Qualifications

To be successful, you’ll need: 

Qualifications

• Min. of 5-10 to experience in leadership role within Customer Support Centre Environment
• Diploma in Business
• Certificate IV in Training and Assessment or Equivalent (Desirable)

Skills

• Well-developed skills to support the effective completion of the source to contract process
• Customer focused with excellent influencing and negotiation skills teamed with the ability to understand key stakeholder requirements and build strong relationships
• Demonstrate experience in change management and implementing business process
• Ability to communicate at all levels with good written, verbal and reporting skills
• Ability to resolve issues with a sense of urgency
• Excellent time management and organizational skills including a high level of accuracy and attention to detail
• Self-motivated, self-confident, honest and flexible, professional work ethic
• Ability to work autonomously and establish priorities

Additional Information

Why choose Sodexo?  
Sodexo is a people business, employing over half a million people worldwide and thousands here in Australia. Our employees, who personify Sodexo's unique values of Service Spirit, Team Spirit and Spirit of Progress, are our greatest asset through their commitment and dedication.  
We believe the more diverse we are, the stronger we are. No matter your background, we will do all we can to help you thrive. We are committed to promoting equal opportunities, valuing diversity, and creating an inclusive working environment for all our employees.    
At Sodexo, we are a proud Equal Opportunity Employer and encourage applications from all applicants regardless of age, race, sex, ethnicity, religion and beliefs and people with disabilities.  
We offer a competitive salary, many development opportunities and an outstanding benefits and recognition program!   

How to apply?  
If you are interested in joining the Sodexo team and meet the minimum criteria outlined above, please apply with your resume detailing relevant employment experience  and availability.   One of our friendly recruiters will contact shortlisted candidates for a phone interview. This will also be your opportunity to ask any questions you may have.  

Submit your application today and become part of the Sodexo family!