Airport Customer Experience Manager

• Challenge yourself in this dynamic leadership opportunity
• Together well collaborate to create new and unique customer experiences
• Fulltime shift work opportunity based at Brisbane Airport

Our customers come first. Were constantly challenging ourselves to reimagine our customer experience and work to connect and build trust. Ultimately our service should make people feel at home no matter where they are. Airports are the heart of our operation. It is here people connect with the spirit of Australia from the confidence of seeing and interacting with our people to the sheer awe that comes from watching our aircrafts take off and land. As Airport Customer Experience Manager (ACEM) you will take the lead in ensuring the highest standards of service are maintained across all customer touchpoints. Your responsibilities will include optimising safety ontime performance employee performance and regulatory compliance. You will also be responsible for managing the customer experience portfolio encompassing Cabin Crew base Lounges and Customer Service. Youll drive a performancefocused culture by developing a highperforming engaged team. This involves providing coaching mentoring leadership and clear communication on performance standards. As ACEM you will also have the opportunity to manage key change initiatives within the Airport Operations team. Youll have

• Demonstrated leadership skills including performance management coaching mentoring and development
• Strong analytical and problemsolving skills as well as excellent written and verbal communication skills
• Demonstrated commitment to customer service excellence and continuous improvement philosophy
• A commercially focused mindset with the ability to assess the impact of decisions on business outcomes
• Ability to work under pressure and meet strict deadlines in a constantly changing operational environment
• A customercentric mindset and with the ability to employ advanced customer recovery and resolution techniques
• Demonstrated commitment to ensuring a safe workplace for all
• Highest standards of personal presentation and professional conduct
• The ability to fully commit to a rotating shift roster covering a 24/7 operation

Why Qantas Youll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team which means youll be able to grow both personally and professionally at Qantas. Your development is a priority for us so that you can maintain the high standards our customers have come to expect and can continue to develop over time. Youll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role weve got a great track record of supporting our people to take their career in so many different directions the destinations are endless.  The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe both for you and your family and friends as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• Well give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping food and wine insurance health and wellbeing leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles eligible portable electronic devices and professional memberships.
• Well support your wellbeing: Whether its learning to better support your own and others mental health our interactive wellbeing app or your very own tailored nutrition plan.

If youre up for achieving the impossible register your interest and well be in touch. Applications close: Sunday 5th January 2025  Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements we encourage you to advise us at time of application.    Remote Work : No Employment Type : Fulltime