SENIOR SHOPPING CONCIERGE - (SP10645)

The Westfield Group (ASX Code: WDC) is an internally managed, vertically integrated, shopping center group undertaking ownership, development, design, construction, funds/asset management, property management, leasing and marketing activities. Westfield has more than 43 years of experience in the shopping center business and employs in excess of 4,000 staff worldwide.

Under the leadership of the Marketing Director, acts as a team leader
for the Shopping Concierge department. Drives team to achieve Westfield's mission of"creating reasons to go" and "reasons to stay" by delivering superior WOW customer experiences. WOW serves as the cornerstone of Westfield's philosophy of consistently delivering a superior customer experience. The Sr. Concierge serves as a key support partner for all center marketing initiatives.

Responsibilities
* Demonstrates a true passion for WOW customer service and proactively looks for ways to surprise and delight Westfield shoppers, retailers and team members. Strives to go above and beyond in everything they do.
* Leads by example; mentoring and coaching concierges to consistently deliver WOW customer service. Empowers and motivates Shopping Concierge to create memorable customer experiences and interactions.
* Spends time regularly in the Concierge Center, as directed by management, leading by example and mentoring Shopping Concierges.
* In conjunction with the Regional Trainer and the Marketing Director, follows and implements the "Steps for Success" Training schedule, ensuring that each concierge is trained in a timely manner with the specific guidelines outlined.
* Monitors the Customer Experience mystery shop program to ensure exceptional performance. Shares immediate results and feedback with team. Utilizes reports as a vehicle to train, motivate, reward and develop. Works to help improve the center's performance. Partners with counterparts in Housekeeping and Security to provide a door-to-door comprehensive WOW experience, as outlined in the Mystery Shop.
* Identifies strengths of team members and works with Marketing Director to assign special projects to each individual to accomplish department goals, expand skill sets and ensure career development. Meets with team regularly; assists Marketing Director with feedback on performance and reviews status of projects. Motivates and rewards in conjunction with Management Team. Builds and maintains effective relationships with all Westfield team members.
* Assists Management team with Shopping Concierge recruiting and interviewing. Seeks "top of the industry" candidates from targeted industries/businesses to find individuals to fill Shopping Concierge positions. Offers employee input during performance review process.
* As a representative of the center team, establishes and maintains a strong rapport with retailers. Understands sales performance and key trends and communicates pertinent information to concierge team and management. Works to ensure that concierge and marketing are supporting retailers' efforts to build their business in every way possible.
* Constantly strives to improve and build upon overall Shopping Concierge services and amenities. Researches analog industries, seeking new ideas to incorporate into the menu of center services and amenities.
* Supports management team in achievement of Partners in Performance goal. Seeks opportunities for revenue generation and brings leads/ideas to the management team. Assists management team in the activation and execution of key PIP and Brand Alliance deals. Monitors the quality of execution and reports issues immediately. Assists with program recap.
* Supports the continued growth of the Gift Card business and helps to secure corporate orders.
* Responsible for managing the center website. Ensures content is current, up-to-date and relevant.
* Partners with Marketing Director to achieve other departmental goals. Develops and executes special marketing projects, as assigned.
* Ensures proper execution of uniform standards including uniform for Sr. Shopping Concierge and entire Concierge team. Utilizes Westfield's Uniform Style Guide as standard.
* Develops and manages roaming schedule, if applicable. In conjunction with
Marketing Director develops strategic customer experience plan for development properties. Sr. Shopping Concierge manages execution of plan.
* Other duties as assigned.
* Manages all administrative components of the Concierge Center.
- Provides scheduling and time management coordination.
- Oversees Gift Card administration.
- Oversees flow and timely management of customer comment cards.
- Serves as the primary gatherer of measurement data from retailers and shoppers.
- Orders and maintains uniforms/nametags for the concierge staff.
- Tracks inventory for WOW "tools" and orders supplies as needed.
- Ensures all equipment is operational, including PCs, wireless Internet, electric carts, etc. Reports equipment issues immediately to minimize loss of productivity and impact to customers.
- Customer Request Log
- CSA Report
- Other administrative tasks as needed.

Skills/Competencies
a) Previous customer service and/or concierge experience preferred.
b) Leadership skills.
c) Must be able to motivate team members.
d) Exceptional written and verbal communication skills.
e) Must be able to work in a fast paced environment, maintaining professionalism at all times.
f) Proactive, approachable and solution focused.
g) Proficient on basic Microsoft Office platform.
h) Sales experience a plus.
i) Must be flexible and able to work weekends, nights and holidays to support shopping center peak hours of operation and concierge team needs.
j) Must be willing and able to perform in both operational and office settings.
k) College degree preferred.

Essential Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the physical skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
a) While performing the duties of this job, the employee is frequently required to sit and talk or hear.
b) The employee is regularly required to stand and walk up to 8 hours a day.
c) The employee must be able to communicate verbally in person and on the
telephone.
d) The duties of the job include bending and stooping, up to 4 hours a day.
e) The employee may be required to work outdoors up to 8 hours a day.
f) The employee must be able to climb stairs.
g) The employee is regularly required to use a computer and must possess the ability to multi-task.
h) Lifting and carrying up to 35 lbs for at least 15 minutes at a time.

************************************************
TO APPLY FOR THIS JOB

Click (or copy and paste) the following Link/URL into your browser address bar to be redirected to our job posting website and our online application form.


See Job Description