Embraer

POSITION SUMMARY

The Melbourne Customer Experience Concierge is an individual contributor who is responsible for the Customer and Guest Experience during the Sales and Institutional Visits to the Global Customer Center at the Embraer Executive Jets Headquarters.

This role has an important Customer-facing responsibility to promote brand awareness through the delivery of the institutional message during the Campus visits and tours. This is a high-visibility position that will regularly interact with Customers and Senior Leaders; It is important to have good personal presentation and communication skills

The Concierge coordinates the schedule, hospitality and logistical aspects of the visit and acts as a co-host of the Sales department conducting tours and presenting the company information. The Concierge also plans, and support events hosted on site.

JOB RESPONSIBLITIES

  • Responsible for the “Melbourne Experience Program”, a procedure that establishes the rules and guidelines of Embraer Visits and tours to the Campus
  • Schedule briefing calls for every visit with all parties involved to align on the purpose, expectation, guidelines, timeline and budget
  • Create agenda and briefing material for each visit to be sent out to leadership and to the building’s email distribution list
  • Coordinate all on-site aspects of the visit such as: room reservation, meal ordering, room set up, meeting videocall connection, technology set up, etc.
  • Coordinate all off-site Customer’s hospitality arrangements such as: executive car transfers, hotel reservations, rental car reservation and restaurant booking as needed
  • Host or co-host each visit, conducting tours in person or virtually.
  • Public speaking skills are required
  • Tailor each tour content to the Customer’s expectation
  • Host or co-host Institutional visits and support Leadership’s business meetings
  • Responsible for guiding and advising the host or requesting area on the suggested agenda timing/flow, suggested activities and Campus guidelines
  • Communicates visit/event details with supporting areas with clarity in a timely manner
  • On the day of the visit, orchestrate the timing on all moving parts keeping the supporting teams informed on Customers whereabouts and next activities
  • Collect feedback from Customers and/or the Sales department after every visit in order to track successes, failures and initiate continuous improvement projects as needed
  • Coordinate with catering focal point on menus for Customer meals. Provide feedback. Keep track of Customers dietary restrictions and allergies
  • Partner with key leaders of strategic areas such as Marketing, Sales, Design, Production and Corp. Communication to keep tour content current and relevant (i.e. speak with production planning manager on manufacturing line updates that are relevant for customer tours but maintaining confidentiality on topics of intellectual property);
  • Schedule update meetings at least 2x a year
  • Understand what is confidential and what can be shared
  • Occasionally plan and host on-site Customer events and ceremonies
  • Act as focal point, gatekeeper and promoter of the current Campus guidelines that have been aligned with Sr. Leaders of each building
  • Coordinate with Security team on high profile customer visits or events for their support and suggested protocols
  • Lead and participate on continuous improvement projects related to Campus Visit to act as the Customer’s advocate
  • Manage over 60k of merchandize inventory
  • Work with the Sales and Marketing departments on the ‘Sales Visit Kit’ selection, planning/budgeting and ordering
  • Responsible for stocking, gifting/distributing, performing quarterly audits, and keeping the appropriate records on Sales Force and the compliance portal for each visit
  • Develop a continuous improvement mindset and always look for ways to improve the Customer’s experience
  • SAP focal point for purchasing and billing
  • Perform administrative and clerical duties to support the activities you will manage
  • Demonstrate a complete understanding of Embraer policies and procedures that pertain to the department.
  • Become an expert and gatekeeper for the relevant compliance policies for the department

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

  • Bachelor’s degree in communication, sales and marketing, business administration, hospitality required, or equivalent work experience
  • Communication, Sales and Marketing, Business or Hospitality related certificates preferred, or equivalent work experience

Experience:

  • Minimum 3 to 5 years of experience working in a Customer-Facing role, either Administrative, Sales & Marketing, or Hospitality with regular Customer interactions
  • Customer Service/Experience background required

Knowledge, Skills & Abilities:

  • Highly organized and detailed oriented
  • Must possess excellent communication skills verbally and in writing
  • Must feel comfortable speaking in public and conducting tours
  • Excellent people skills; respectful, pleasant, emotionally intelligent
  • Excellent personal presentation; would adhere to dress code
  • Self-starter able to work with minimal supervision
  • Demonstrate high personal integrity (does the right thing even when no one is looking)
  • Inspires trust
  • Good business perspective understands how to navigate through the Embraer processes and engage with key resources within the company.
  • Strong problem-solving skills
  • Independent thinker and self-starter. Demonstrates strong sense of initiative
  • Able to multitask and meet multiple deadlines. Handles pressure well
  • Very strong knowledge of Microsoft Office Suite
  • Strong interpersonal and presentation skills
  • Comfortable speaking in front of a group
  • Bilingual skills are desirable, but not required

Working Conditions / Environment/ Special Requirements:

  • Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.

GENERAL COMMITMENT FOR ALL EMPLOYEES:

  • Commitment to company values and complies with department norms, policies, directives, and procedures.
  • Incorporates Lean and P3E processes and concepts into daily activities.
  • Strive for continuous improvement to processes and procedures.
  • Honors and protects confidential and proprietary documents and information.
  • Satisfies work schedule requirements.


The job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required by the employee. Performs other duties as assigned.

Embraer is an Equal Opportunity Employer.

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