Abidjan, Côte d'Ivoire

Job Description

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.


You 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

  •  Bachelors degree in Hospitality and Tourism Management or related field
  • Additionally holding an MBA, required 
Professional Experience
  • Six (6) years or more experience in a similar position

Skills & Aptitude
  • Good working knowledge of hotel management principles
  • Relevant marketing experience, ideally in the hospitality industry
  • Great customer relationship management abilities
  • Strong management, planning, project management and organisational skills, required to manage an extensive portfolio of events, communication campaigns and customer-centric activities
  • A practical mind to find solutions on the spot partnered with a curiosity to continuously improve and innovate
  • Excellent time management and multitasking abilities
  • The ability to manage up and down and develop strong working relationships with your team and the executive team
  • Flexibility and resourcefulness in work
  • Excellent communication both written and verbal, influencing and negotiation skills, required to cooperate with
    a wide range of internal and external stakeholders combined with driven and assertive personality,
  • Experience with CRM systems
  • Being a bilingual (English - French) is an added advantage

  • Full-Time
  • Marketing and Customer Relations
Direct Superior
  • Managing Director
  • Industry standard with fringe benefits
Application Directives
  • Kindly apply by uploading your recent resume on this site
  • English speaking applicants should have adequate proficiency in french and resume should be in french format
  • Only shortlisted applicants will be contacted
Position Based At
  • Abidjan
Application Deadline
  • November 13, 2022 at 02:00 p.m