Customer Experience Manager

Role: Customer Experience Manager
Location: Melbourne, VIC
Summary: The Customer Experience (CX) Manager will be responsible for the following areas: ticketing, guest services, retail, hire store and events. The CX Manager will be responsible to ensure a seamless customer journey is experienced while revenue targets are met. 


  • Work with the URBNSURF Melbourne’s General Manager and Brand & Marketing Manager to develop and implement a customer experience and events strategy in line with the company’s objectives. Ensure these strategies are measured for success.
  • Recruit, train and roster staff. Undertake basic payroll and roster management meeting variable demands. Provide regular training sessions to ensure all customer experience team members continuously improve.
  • Provide regular feedback to third-party partners by submitting regular sales and performance reports. Work with third-party partners to ensure new and exciting products are consistently featured in the retail store. Design a custom URBNSURF range of merchandise. Work with suppliers to ensure a high-quality product at competitive prices.
  • Set guest services standards, measure guest service perception monthly and create staff training programs to proactively improve any deficiencies.