• At Qantas, our people lead the way in achieving the impossible together 
• Challenge yourself to deliver strategic operational outcomes  
• Permanent, Full-time position based in Melbourne or Adelaide

 
We’re constantly challenging ourselves to reimagine our customer experience, and work to connect and build trust. Ultimately, our service should make people feel at home, no matter where they are. Customer is at the heart of our operation.  We’ve created something truly unique in our Qantas Lounges and it’s here where our premium customers, connect with the spirit of Australia from the confidence of seeing and interacting with our people, to the sheer awe that comes from watching our aircraft take off and land whilst dining in one of our beautiful lounges. 

We understand our priorities and what needs to be delivered, taking the initiative to keep things moving.  We bring teams and individuals together to deliver on our customers’ expectations. 

As the Lounges Customer Experience Manager, you will be responsible for developing and leading lounge teams and operations across Victoria, Tasmania and South Australia, including International, Domestic and Regional lounges. You will work with partner areas to develop consistent and connected service experiences across our lounge customer touchpoints.  You will be a people leader and change agent focused on aligning lounges with the best customer experience practices whilst overseeing operational performance within a region. 

In addition, you will drive a performance focussed culture by developing a high performing team and an engaged workforce across both Qantas and third-party supplier workforces by leading, encouraging and facilitating open communication with employees on all relevant matters.  As well as managing individual, team and supplier performance against relevant performance criteria and supporting capability development. 

The core role accountabilities include people management, supplier management, safety, financial performance, operational delivery, and customer advocacy.  In addition, providing project management leadership to support key change initiatives within your regional portfolio of lounges including lounge refurbishments, menu and service changes, as well as attracting new client airline business. 

You’ll have –

• Previous experience with People management in a customer facing or product development environment 
• Firm understanding of the airline industry and the operational environment 
• Strong independent decision-making skills with ability to manage ramifications of decisions and drive strategic outcomes 
• Demonstrated ability to deliver results within complex business & operational environments with varying stakeholder needs and expectations 
• Strong relationship building and stakeholder management skills 
• Commercial acumen for delivery of critical business approvals, financial analysis and identifying group benefits 
• Ability to influence at all levels 
• Customer centric mindset and perspective to programs of work 
• Sound understanding on the fundamentals of the customer and service experience 
• Proven strong analytical, interpersonal, stakeholder and time management skills 
• Extensive experience managing large and complex projects 

Why Qantas?  

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.  

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. 

You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.   

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.  

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. 
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. 
• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.  

Qantas are equal opportunity employers, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. 

If you’re up for achieving something great, register your interest and we’ll be in touch.  

Applications close: Sunday 14 April 2024

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At Otis, it’s our people that make us different. Join the Otis family, where collaboration, innovation, and empowerment help each individual and the company reach new heights.

Come and join OTIS today and be part of the Forbes 2023 World's Best Employers!

About You

We are currently looking for a sales-focused Service Account Representative to be based in our Perth office in Western Australia.

In this role, you would be responsible for selling OTIS's range of maintenance products and services and maintaining good customer relationships for all accounts assigned to your portfolio with the aim of growing the Service business in the respective area. 

You are excited about proactively maintaining regular face-to-face contact with Otis Customers and ensuring that all selling activities, including prospecting, presenting, proposing, tendering, securing, and processing meet the OTIS standards and customer requirements.

• Permanent role

• Reports to Senior Service Account Representative

What We Offer

• Competitive base salary and car allowance

• Quarterly paid Sales incentive

• Access to funded study schemes such as our industry-leading Employee Scholarship Program

• A culture that encourages innovative ideas and appreciates our talent is the key to our success.

As a Service Account Representative, your key responsibilities are to

• Achieve Service sales targets in accordance with the individual plan and defined submission activities.

• Provide daily, professional, value-based account management to key and national accounts within the portfolio and product proposals.

• Proactively maintain regular face-to-face contact with Otis Customers.

• Provide timely, accurate forecasts and reports to management and ensure the designated service portfolio has reduced exposure to out-of-tenure agreements,

• Achieves in-warranty conversion targets and unit growth objectives to expand the portfolio unit count and revenue base.

• Organize, prepare, and deliver Customer presentations promoting the features and benefits of Otis’s products and services, resulting in direct sales with new and existing customers.

• Acts as a facilitator between the customers and the Operations team and assists with developing and implementing solutions to customers' vertical transport needs.

• Support the wider business requirements by identifying, actively introducing, and collaborating for Modernisation sales success within the portfolio.

What you will need to be successful

• Holds a Business degree or equivalent.

• Have a minimum of 5 years’ experience in Frontline Sales or Key Account Management.

• Possesses strong business acumen abilities, is adaptable, and results-oriented.

• Able to manage several accounts, customer-focused, and anticipate client needs,

• Has the ability to liaise and influence all stakeholders within the organization and possesses strong relationship-building skills.

• Good knowledge of using technology, including mobile applications and computer-based reporting systems (Word, Excel, Email, Internet, database management) to analyze data and trends.

• Strong written and verbal communication skills.

• Adaptable and works well in a team

Apply NOW and Help Us Build What's Next

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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