Based at Adelaide Airport and working closely with the Airport Manager the Customer Experience Manager will be accountable for management and oversight of the customer service experience for above-wing airport operations inclusive of the following:

• Lead the customer-facing team to deliver service excellence at our domestic and international operations on a shift basis.
• Accountable for a function on shift and work with the other Customer Experience Managers on duty to collectively achieve the key deliverables of safety, on-time performance, efficiency, and customer service delivery.
• Lead and direct the Airport Experience team to execute a seamless operation and manage any impact to our operation daily.
• Responsible for planning ahead and ensuring the operation is set up for success for the days ahead.
• Drive high-performance operational outcomes against agreed standards set by the Customer Service Delivery SLT.
• Lead and inspire our airport teams on the day to execute service excellence.
• Support individual capability through working closely with the Leader Crew Culture roles supporting the right guidance and development of our people.

What you need to be successful:

• Minimum 2 years in the business or equivalent
• Significant experience in aviation/airline industry
• Demonstrated ability to influence and engage business leaders
• Emotional intelligence: the ability to read, monitor and understand behaviours and respond to affect positive outcomes
• Ability to drive positive customer outcomes through a large diverse workforce
• Comprehensive understanding of operations and resource management principles
• Knowledge of SOPs, service procedures and guest care

Ready to apply?

If you are ready for your next challenge and want to be a part of the Airport Experience Team, then we encourage you to submit your application now!