6339 New Zealand
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Customer Experience Manager
Otago Otago New Zealand
Full Time

Dunedin Airport has partnered exclusively with Human Connections Group to find their new Manager of Customer Experience.

The Role

Imagine walking through Dunedin Airport and looking at it through the eyes of the 'Customer' – they might be a traveller going on holiday, a family, a loved one returning home or heading off on their OE; a business professional on their way to a meeting; or off to Auckland to see a concert that has been on their bucket list forever!

What is the airport journey like for the Customer? That's what this role is all about. It might be the experience as the Customer fills up their car with fuel at the Momona garage, or parking their car for a long or short term stay; buying refreshments as they wait for their flight or arrival of family or friends for a visit; shopping to get those last minute necessities for the trip ahead; using the facilities so they are fresh and ready to embark on their journey. These touch points are the responsibility of this role, working closely with the Retail Manager and Operations Manager.

The role has complete responsibility for landside operations and ownership of the care, maintenance and exquisite presentation of everything that forms a part of the customer experience throughout the airport.

A newly created role, where leadership and customer focus is paramount to achieving results, safely and ensuring all aviation and legislative requirements are adhered to.

With the requirement to be available 24/7 should the need occur, the roles core hours are 0830 to 1700, Monday to Friday.

The Person

The person we are looking for will be a strong and proven leader. They will possess exceptional communication and inter-personal skills. Ideally they will come from a service centric environment where they have gained vast experience in how to remain calm and composed in the face of challenge, especially in a public environment. This may be a mall or retail outlet, another airport or similar environment.

The person we seek is organised, communicative, has a positive can-do attitude and strong leadership skills, used to dealing with a variety of people and able to remain calm regardless of what scenario they are presented with.

Ideal attributes and experience for this role include:

  • Ideally a minimum of five years in a service centric operational leadership position, preferably from a face-to-face environment
  • Strong relationship building skills and stakeholder engagement
  • Resilient with strong work ethics and professionalism
  • Health & Safety focused
  • Strategic thinker and planner
  • High integrity, accountability and values driven
  • Ability to make informed decisions
  • Good computer literacy skills – MS Word, Excel and Email

The Company

Dunedin Airport is a public unlisted company, established under the Airport Authorities Act 1966, and incorporated in 1988. It is equally owned by the Crown and Dunedin City Holdings Ltd.

Catering for nearly one million passengers per year flying both domestically and internationally, Dunedin Airport is a diverse and busy place.

Applications close: 21st July 2017 at 5pm.

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