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.
