• Located at Perth Domestic Airport
• People leadership and operational role
• Excellent benefits + onsite parking
• 7 day rotating shift roster

The Airports Customer Experience Manager will have direct accountability for the complete employee relationship of a team of Customer Service employees in addition to driving operational excellence in the Airport. The role will be responsible for the complete Customer Experience portfolio including Lounges and Customer Service, on a 7 day rotating shift roster.

You will drive a performance focussed culture by developing a high performing team and an engaged workforce, leading, encouraging and facilitating open communication with employees on all relevant matters. In addition you will manage individual and team performance against relevant performance criteria and support individual capability development. Supporting key change and corporate initiatives and providing project management leadership within the Customer Experience business.

Key Responsibilities include:

• Driving operational excellence, through continuous improvement
• Dedicated focus and management of your team including performance management, formal case management and absence management
• Superior leadership, continuous communication and engagement
• Portfolio of Initiatives which you will project manage to ensure you drive the local business strategy and key change initiatives
• Assist in management of the Airport's overall performance ensuring all targets are achieved

Key Requirements for this role include:

• Highly developed people leadership skills including performance management, coaching, mentoring and development
• Management experience in an operational environment as well as management of third party suppliers
• Ability to work under pressure and meet strict deadlines in a constantly changing operational environment
• Strong case management and investigation experience
• Project Management experience with a continuous business improvement philosophy
• Strong analytical and problem solving skills
• Excellent written and verbal communication skills
• Ability to use discretion and maintain confidentiality
• Demonstrated commitment to customer service excellence and safe workplace
• Commercially focused with the ability to correctly assess the impact of decisions on business outcomes
• Proven track record of achieving KPI targets
• Ability to make cost effective decisions
• Tertiary qualifications in a related discipline desirable