Guest Experience Manager - The Glen & Oakleigh Central

At The Glen, we're a destination designed around the way modern Melbourne lives. Bringing together a unique food offering, elevated dining and lifestyle experiences, we create a place where people can connect, discover something new and enjoy everything they need in one vibrant destination.

Join a team focused on delivering seamless customer experiences in a destination that continues to evolve.

Role purpose

This role is the visible face of The Glen and Oakleigh Central, leading the delivery of exceptional guest experiences and strengthening the centres' relationships with customers, retailers, community organisations, local government and key stakeholders.

The role is responsible for leading the Guest Experience team and delivering an integrated customer experience, community engagement and local activation program that enhances the centres' reputation, deepens customer connection and supports commercial performance. Through customer insights, stakeholder relationships and continuous improvement, the role identifies opportunities to enhance the customer journey and ensure a consistently high standard of service across all customer touchpoints.

As a visible leader and ambassador for the centres, the role develops meaningful community partnerships, represents and advocates for the centres in relevant forums, and fosters strong relationships with customers, retailers and community stakeholders. Working collaboratively with centre leadership, the role supports the successful delivery of community activity with retailers, community partners and customers.

Through continuous evaluation, innovation and optimisation, the role ensures all customer experience, community engagement and initiatives are customer-led, commercially focused and aligned to the strategic objectives of The Glen and Oakleigh Central.

Key Accountabilities

People Leadership

• •All elements of the annual performance cycle are completed by the due date (including goal setting, mid-year reviews, EOY conversations).
• •Regular 1:1’s, team meetings and development conversations conducted - minimum monthly cadence.
• •Performance issues are managed in an effective and timely manner.
• •Quarterly development conversations conducted with all team members.
• •100% of compliance training is completed on time for team.
• •All health and safety, risk and compliance requirements are delivered across the team.
• •Effective management of budgets as per forecast with demonstrated focus on managing cost.
• •Demonstrated commitment to building own capability as a people leader.

Customer Service

• •Ensure that the customer service desk is always open and inviting, maintaining a safe and efficient environment where the health, welfare, and safety of staff and customers are a priority.
• •Lead and manage the customer service team, providing guidance, training, and support to ensure high performance and professional development.
• •Responsible for creating and maintaining the team’s roster, managing scheduling changes and coverage during peak periods, while working within the team headcount and budget.
• •Develop and implement customer service strategies and initiatives aligned with the Vicinity brand promise, delivering great experiences to customers, retailers, contractors and colleagues every day.
• •Communicate with customers across all channels of communication (in-person, phone and email), consistently demonstrating Vicinity’s service standards and representing company values.
• •Be aware of customer needs, care about those needs, and go above and beyond to meet and exceed them.
• •Monitor and analyse customer service metrics and feedback to identify areas for improvement and implement corrective actions.
• •Foster a culture of continuous improvement, encouraging the team to identify and recommend new ways of working to enhance customer service delivery.
• •Collaborate with other departments and stakeholders to address operational issues impacting customer service and ensure seamless communication and coordination.
• •Manage the resolution of escalated customer complaints and conflicts, ensuring timely and satisfactory outcomes.
• •Oversee the maintenance and functionality of customer service systems and technology, ensuring they are up-to-date and effectively utilised.
• •Prepare and present regular reports on customer service performance, trends, and insights to management.
• •Ensure compliance with company policies, procedures, and standards, as well as relevant legal and regulatory requirements.
• •Promote a positive and inclusive team culture, recognising and rewarding outstanding performance and contributions.

Community Partnerships & Engagement

• •Identify, develop and maintain strategic relationships with local government, community organisations, tourism bodies, retailers and key stakeholders to strengthen the centres’ community connection, reputation and local influence.
• •Identify, develop and deliver community initiatives that strengthen each centre’s involvement in its local community.
• •Deliver community initiatives to a high standard and in accordance with centre brand guidelines and positioning.
• •Collaborate with the centre manager, retail manager and wider team to ensure initiatives reflect the centres’ overall goals and positioning.
• •Coordinate and manage community partnerships, bookings and activations, delivering a targeted and consistent program of community engagement across the centre.
• •Prepare and present regular reports on customer service performance, trends, and customer and community insights to management.
• •Prepare and present regular reporting on customer experience performance, feedback trends and community insights, highlighting key risks, recurring themes and areas of opportunity.
• •Use customer feedback, performance data and industry trends to identify and implement improvements across the customer journey and service offering.
• •Act as a visible ambassador, representing the centre at community, stakeholder and industry forums and leveraging relationships to support the centre's strategic and commercial objectives.
• •Lead customer journey mapping and experience reviews to identify friction points, uncover opportunities and recommend improvements.
• •Foster a collaborative and accountable culture within the Guest Experience team, encouraging open communication, knowledge sharing and continuous improvement.
• •Manage the resolution of escalated customer complaints across social media, email, website and other channels, ensuring timely, considered outcomes as per Best Practice Guidelines.
• •Oversee the maintenance and functionality of customer service systems and technology, ensuring they are up-to-date and effectively utilised.
• •Build and maintain strong relationships with retailers, acting as a key point of connection between retailer needs, customer insights and centre initiatives.
• •Partner with retailers to deliver initiatives, activations and customer experience improvements that enhance engagement and support sales.

Lead, coach and develop the Guest Experience team to foster a high-performing culture focused on customer service excellence, continuous improvement and accountability.

Retailer Relationships

• •Develop and maintain strong working relationships with retailers and tenancies.
• •Engage with retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team for resolution.
• •Facilitate regular communication and feedback sessions with retailers to understand their needs and address concerns promptly.
• •Collaborate with retailers to implement initiatives that enhance the overall shopping experience and drive sales.

Centre Operations

• •Follow all risk and safety controls, including compliance and emergency management training as required.
• •Work closely with the Operations team to ensure efficiency and safety are maintained for staff and customers.
• •Oversee the implementation of operational policies and p