Customer Experience Manager

Role: Customer Experience Manager
Location: Melbourne, VIC
Summary: 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. The Customer Experience Manager is an essential component in delivering exceptional service and products to all visitors and members. Minimum of 5 years prior relevant experience in retail is essential with some form of ticketing/booking experience an added benefit. Some accountabilities of the role include:

  • 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.
  • Set achievable sales targets for URBNSURF Melbourne’s Team Members working in the ticketing, merchandise and rental counters. Create a sales strategy that focuses on off-peak sales conversion. Monitor the effectiveness of the strategy.