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March

Customer Planning & Research Manager

THE STAR - Sydney, NSW

Any Industry
Source: uWorkin

JOB DESCRIPTION

Apply nowJob no:520294
Work type:Permanent Full-Time
Location:Sydney
Categories:Marketing / PR

DISCOVER NEW POSSIBILITIES

What we are looking for

As our Customer Experience and Research Manager, your main responsibility will be to develop and deliver a best-in-class program featuring a closed loop approach for identifying customer issues, analysing and researching feedback to generate actionable insights to drive guest centric performance changes.

Key responsibilities in the role are but not limited to:

  • Lead VOC program, projects, or on going initiatives to uncover customer insights designed to improve customer experiences and delivery success
  • Management of Guest Experience program including methodology, insights, recommendations and agency management
  • Structure results and recommendations that deliver unique insights and create compelling cases for change.
  • Manage survey design, identifying rules for who receives surveys (and when), acting on real-time data, and identifying action plans based on trends in the feedback received
  • Identify ways to leverage customer feedback and tie it to key business metrics will be essential to developing the VOC program and keeping it front-and-centre amongst the business
  • Identify the best actions to take (short-term and long-term) to best serve customer interests and fix the most pressing pain points
  • Partner with key stakeholders at all properties in operational areas of the business to drive strategy, plans and activities
  • To educate and guide all operational departments in updating their Guest Experience Action Plans, to include both guest service system activity and actions stemming from guest feedback / guest insights and all other sources
  • To engage with nominated departmental representatives to identify key issues from guest feedback and other channels, and to define/execute a plan for understanding root causes.
  • To lead guest journey mapping and guest experience design activities for new and existing venues

BE YOUR BEST SELF

What we are looking for

  • Minimum 4 years of relevant industry experience
  • Minimum 2 years of managerial experience
  • Tertiary qualifications in Research, Business, Marketing, or relevant discipline
  • Prior project management experience
  • Proven ability in influencing senior leaders to achieve positive business outcomes
  • Experience in organisations with multi-faceted, matrix style management structures, with large volumes of guest-facing staff in dispersed locations

About The Star

The Star Entertainment Group strives to be Australia’s leading integrated resort operator. We own and operate entertainment destinations in Sydney, Brisbane and the Gold Coast.

Our Group is experiencing an exciting time of growth and investment across all our properties. Our industry is fast paced, highly competitive and our operations are broad and dynamic. We celebrate the energy of our cities, operating across culturally diverse segments within local and international markets.

Our Culture

We are committed to our people. We recognise the importance of each team member and strive to provide a workplace that empowers staff to be the best they can be.

“The Star Entertainment Group is committed to building a diverse environment and is proud to be an equal opportunity employer. We are committed to building a diverse workforce that reflects our community.”

Our Benefits

  • Ongoing career development and training programs via The Star Academy
  • Discounted staff parking
  • FREE meals and fruit daily
  • Discounts across The Star's Hotels and Restaurants

MAKE A DIFFERENCE

If you've got the drive to influence change, grow as part of our business or are inspired to be part of a strong local spirit, come and play with us at The Star Entertainment Group. 

“The Star Entertainment Group is committed to building a diverse environment and is proud to be an equal opportunity employer. We are committed to building a diverse workforce that reflects our community.”

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Standard Time

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