Lead the creation of a new customer experience function for a rapidly expanding ANZ holiday parks group. You will design the model, build the team, and elevate every guest interaction.
The Opportunity
We are seeking a senior leader to establish and scale a centralised Customer Experience function that will consolidate guest enquiries, reservations, and service delivery across a growing network of holiday parks in New Zealand and, later, Australia.
This is a unique role where you will build the entire operating model: from technology and processes to team structure and performance frameworks. You will play a pivotal part in shaping a guest experience that directly influences conversion, satisfaction, and revenue uplift across the region.
Why join us
- Proudly Great Place to Work® certified
- Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
- Grow with stability: 100+ in our 10-Year Club by 2025
- Dynamic talent network: 2,000+ across APAC and beyond
- Competitive compensation with annual reviews
- Comprehensive medical care for you and your family
- Generous paid leave because work-life balance matters
- Level up with LinkedIn Learning and tailored training
- Flexible work setup
Staff Testimonial
Stepping out of your comfort zone opens a whole new world of opportunities for you. — Performance Manager, ASW Philippines.
What You'll Do
- Build the Customer Experience function from the ground up, including strategy, service design, SOPs, and performance frameworks.
- Lead daily operations across voice and email, ensuring response times, service levels, and conversions consistently meet targets.
- Implement and optimise the full technology ecosystem (CRM, IVR, telephony like Avaya/Genesys, reservations systems, chatbots, WFM).
- Recruit, coach, and develop a high‑performing team that will scale to 20–30 agents across multiple time zones.
- Drive data‑led decision‑making, including reporting, forecasting, trend analysis, and root‑cause investigations.
- Partner with Marketing, Revenue, Operations, Legal, and IT to align guest communication, pricing strategies, and escalation handling.
- Establish strong operational rhythms: end‑of‑shift handovers, weekly performance reviews, and monthly reporting to leadership.
- Prepare the operation for future expansion from NZ to AU, ensuring scalability, stability, and continuous improvement.
Key Criteria
- 10+ years in customer experience or contact center leadership, with 5+ years in a senior management role, within the hotel or accommodation sector.
- Proven capability leading a 20–30+ person operation, with experience scaling teams across multiple channels.
- Strong background in reservations, guest service operations, complaint resolution, and customer sales/upsell techniques.
- Experienced in multi‑channel environments (voice, email, chat, chatbots) and implementing AI‑enabled customer experience improvements.
- Technically adept, with exposure to hospitality platforms similar to Amadeus, Cendyn, and Aven (formerly Sabre) and telephony systems like Avaya or Genesys.
- Demonstrated success in launching or building a start‑up contact center, including frameworks, workflows, and operational standards.
- Ability to operate hands‑on in early stages, including taking calls and resolving live issues while the team is being built.
- Strategic thinker with strong commercial acumen and the ability to drive performance, revenue, and service excellence.
Work setup
- Manila (BGC, Taguig): Australian hours (6:00 AM – 3:00 PM PHT) with a flexible work arrangement, requiring on‑site presence only once per month.
