Customer Experience Manager

Responsibilities:

Exceptional experience:

• Own and champion the customer journey across all channels
• Ensure consistently high service standards, and a positive experience at every touchpoint.
• Manage customer interactions, and turn insights into service improvements.
• Develop and implement initiatives that improve service experience, and drive repeat patronage.
• Continuously improve service standards and ensure consistent application.

Customer experience training:

• Support onboarding to ensure new hires are equipped to meet service expectations.
• Conduct training needs analysis and support the development of targeted training and capability building plans.
• Hold team members accountable to service, quality, and behavioural standards.

Customer data, reporting & insights:

• Ensure accurate recording of customer interactions and data.
• Track and analyse service performance metrics
• Prepare and submit periodic service performance reports.
• Use insights to recommend process improvements and service innovations.

Commercial accountability:

• Lead the achievement of departmental sales targets and budgets.
• Monitor service-related costs and identify opportunities to improve efficiency without compromising guest experience.

Stakeholder & vendor coordination:

• Liaise with third-party stakeholders required for smooth service delivery.
• Collaborate closely with internal stakeholders to deliver a consistent and integrated customer experience.

Requirements:

• Tertiary degree in Business Administration, Marketing, Hospitality Management,
• Demonstrated capability in customer experience management in a high pace
• Proven ability to design, and continuously improve customer journeys across
• Strong understanding of service quality frameworks, service recovery practices, and
• Demonstrated ability to influence and align frontline and operational teams to deliver
• Ability to translate customer insights, feedback, and data into actionable service
• Strong stakeholder management and communication skills, with the ability to collaborate effectively across functions.
• Working knowledge of CRM systems, customer feedback tools, and customer