Positions

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West Beach Parks (WBP) is a world-class, multi-award-winning precinct set on 1.2km of coastline in the Adelaide suburb of West Beach, just minutes from the buzz of Glenelg and the convenience of the City’s major airport.  Boasting two expansive accommodation properties, premier golf courses, boating marina and internationally rated sporting facilities, West Beach Parks unsurprisingly remains one of South Australia’s most popular holiday, sport and adventure destinations, as well as Adelaide’s hub for accommodation and sporting events.

Reporting to the General Manager – Marketing, Sales and Customer Experience, the Customer Experience Manager is responsible for leading the customer experience team in delivering seamless, memorable and high quality experiences across two accommodation properties and the golf park.  With three direct reports, key responsibilities of this dynamic leadership role include:

• guiding and supporting the day-to-day operations of the CX team to uphold service standards, operational consistency and financial accountability;
• leading proactive service recovery and issue resolution, ensuring outcomes enhance customer trust and loyalty;
• overseeing all aspects of the customer journey across WBP’s to ensure every interaction reflects WBP standards of excellence;
• managing customer feedback to identify trends, insights and opportunities to drive improvements in service quality, consistency and customer satisfaction;
• working strategically across departments to deliver an integrated and consistent experience;
• introducing new tools, technologies, and programs to enhance satisfaction, emotional connection and ease of experience.

Applications are encouraged from individuals with a successful track record in a comparable customer experience role, leading a team and driving an integrated customer-centric culture across multiple departments.  The successful applicant will be enthusiastic, authentic, and optimistic, with a desire to lead and mentor, drive continuous growth and foster an environment where both customers and team members feel valued and engaged.  Tertiary qualifications in Business Management, or qualifications within business, tourism or hospitality offering similar teachings are highly desired, but not essential to the role.

The successful candidate must be available to participate in a roster to support 7-day coverage, including public holidays, to meet the demands of a hospitality industry operation.

This is a truly rare opportunity to join the organisation at the heart of South Australia’s premier sport, recreation and coastal holiday destination.