Customer Experience Manager

Responsibilities:

Customer Experience Management:

• Develop and implement strategies to improve customer satisfaction and service delivery.
• Ensure customers receive friendly, professional, and timely assistance.
• Monitor the entire customer journey, from enquiries and bookings to arrival and departure.
• Ensure consistent service standards across all recreational, entertainment, food, and beverage areas.
• Identify service gaps and recommend improvements to management.
• Create initiatives that encourage customer loyalty and repeat patronage.

Customer Service and Complaint Resolution:

• Handle escalated customer complaints and resolve issues promptly and professionally.
• Establish an effective system for receiving, recording, and responding to customer feedback.
• Monitor customer reviews, enquiries, and complaints across social media and other communication channels.
• Ensure customer concerns are addressed appropriately.
• Maintain a customer feedback database and prepare regular reports.

Team Supervision and Training:

• Supervise customer-facing staff, including front desk personnel, attendants, and customer service representatives.
• Train employees on customer service standards, communication, professionalism, and conflict resolution.
• Monitor staff attitude, appearance, punctuality, and service delivery.
• Conduct regular performance assessments and provide coaching where necessary.
• Promote a customer-focused culture across the organisation.

Customer Engagement and Retention:

• Develop customer engagement and loyalty programmes.
• Coordinate customer appreciation initiatives, promotions, and special experiences.
• Build positive relationships with regular customers, corporate clients, and event organisers.
• Identify opportunities to improve customer retention and increase referrals.
• Work with the marketing team to promote customer engagement activities.

Service Quality and Operational Coordination:

• Conduct regular inspections of customer service areas to ensure cleanliness, organisation, and readiness.
• Collaborate with the Operations Manager to ensure recreational facilities and equipment are available and functional.
• Work with the Food and Beverage team to maintain quality service standards.
• Ensure customer enquiries and bookings are properly managed.
• Monitor waiting times and recommend measures to improve service efficiency.
• Ensure customer safety concerns are promptly escalated to the appropriate department.

Reporting and Performance Monitoring:

• Prepare weekly and monthly customer experience reports.
• Track customer satisfaction levels and service delivery performance.
• Analyse customer feedback and identify recurring complaints.
• Recommend strategies for improving service quality and customer retention.
• Report major customer service issues and operational concerns to management.

Requirement:

• HND in Business Administration, Hospitality Management, Marketing, or a related field.
• Minimum of 3–5 years' experience in customer service, hospitality, entertainment, or service management.
• Previous experience supervising customer-facing teams.
• Strong knowledge of customer relationship management and service quality standards.
• Excellent verbal and written communication skills.
• Strong complaint-handling, negotiation, and conflict-resolution abilities.
• Good organisational and problem-solving skills.
• Proficiency in Microsoft Office and customer relationship management tools.
• Ability to work flexible hours, including weekends and public holidays.

Key Competencies:

• Customer relationship management.
• Excellent communication and interpersonal skills.
• Leadership and team supervision.
• Conflict resolution and problem-solving.
• Service quality management.
• Emotional intelligence and patience.
• Attention to detail.
• Organisation and time management.
• Customer engagement and retention strategies.