The Company A five star hotel and spa seeks to hire a dynamic Customer Experience Director.
Our client, having firmly established its notoriety in the hospitality industry since a decade and a half takes pride in spoiling its customers through unparalleled service delivery that defies all competition. Our ideal candidate is an experienced professional who understands who a customer is and knows how to keep a customer not just satisfied but over satisfied.
ResponsibilitiesYou will carry out the duties of,
- Driving a ‘customer first approach’ and a 'customer is king approach' to entire staff
- Building and inculcating the true sense of guest and hospitality management
- Inspiring, driving and motivating the team and others by being an open, authentic and genuine leader who is energized by winning as a team
- Creating and implementing a streamlined customer experience across all departments
- Developing holistic customer journeys and shaping all customer touchpoints: events, digital and print communication,
social media interactions, in order to drive customer conversion and retention rates across all stages of engagement - Providing guardianship of the customer by critically analyzing their needs to accurately inform hospitality strategies
- Gathering feedback, such as surveys, from customers to learn more about their experience
- Coordinating with marketing and branding activities to ensure a consistent end-to-end customer experience
- Supporting and developing a multi-year customer transformation roadmap that is: customer-centered, unique, creative, and delivered on-budget
- Building strong internal relationships with key stakeholders and communicating a compelling vision of the future of customer experience and service
