Customer Experience Manager

Exciting opportunity to join a fast-paced growing company.

At d’Albora, we believe every experience on the water should be lived to the fullest. Our extensive end-to-end marine and hospitality services are carefully designed to create effortless boating lifestyles for our members.

As Australia’s largest premium marina & hospitality network, we offer 17 prime marina locations, each delivering a quality service designed around exceptional care for vessels and first-class experiences for our members.

We currently have an opportunity for an innovative and commercially minded Customer Experience Manager to join our Customer Experience team at d’Albora’s Head Office in Sydney. 

About the Role

This role is a genuine opportunity to shape the future of Customer Experience across our entire d’Albora network.

Leading our centralised Member & Guest Services department, you will be responsible for creating a seamless and consistent experience for our members and guests.

This is a hands-on leadership position combining customer experience, people leadership, sales, commercial performance and continuous improvement. You will be the first port of call for marina reservations and enquiries while ensuring the Member & Guest Services team has the tools, knowledge and support required to deliver an exceptional standard of service.

Working closely with our marina, boatyard, finance, marketing and sales teams, you will identify opportunities to improve the customer journey, increase conversion and revenue and ensure our members and guests experience the very best of d’Albora.

Key Responsibilities

• Lead and develop the Member & Guest Services team, creating a high-performing and customer-focused environment.

• Oversee centralised enquiries, reservations and administration across the d’Albora marina network.

• Drive sales processes, improve conversion and identify opportunities to grow revenue.

• Use customer feedback, data and insights to continually improve the end-to-end customer journey.

• Develop consistent service standards and processes across the network.

• Monitor customer, occupancy, revenue and conversion performance to support commercial decision-making.

About you

You are an experienced customer experience or service leader who understands that exceptional service and strong commercial performance go hand in hand.

You will bring:

• Strong customer, member or guest service experience, with proven experience managing and developing a team.

• A commercial mindset and an ability to identify sales, conversion and revenue opportunities.

• Experience improving customer journeys, service processes and operational efficiency.

• Strong communication, relationship-building and organisational skills.

• Confidence working with customer data, systems and performance reporting.

• Experience in marine, hospitality, tourism or another premium service environment would be highly regarded.

We offer an environment where every interaction is Meaningful, not only for our members and guests but also for each other. We Acknowledge our employees as our most valuable asset and aim to be the employer of choice. Respect is fundamental to us, extending to our members, guests, and colleagues alike. Our commitment to Integrity ensures honesty and ethical conduct at all times, delivering a high level of service and satisfaction. We strive to be Noticeable, making a difference that sets us apart in the industry and pride ourselves on making boating and the work environment an Enjoyable experience.

If this resonates with you, we'd love to hear from you. Click the APPLY button and submit your application!