Corporate Customer Experience Manager

hace 6 días

Támara Casanare, Colombia Tamara Leisure Experiences A tiempo completo

**Purpose of the job**

The Corporate Customer Experience Manager will be responsible for enhancing and driving exceptional customer experiences across all Tamara resorts and properties. This role involves strategizing, coordinating, and implementing initiatives that elevate guest satisfaction, ensuring a seamless and memorable experience that reflects Tamara’s brand values. The role also requires collaboration with on-site teams to maintain high standards, consistency, and customer-centricity in all service touchpoints.

**Key Accountabilities/Duties & Responsibilities**

Essential Job Tasks:
**Customer Journey Mapping**:
- Develop and oversee the guest journey roadmap, from pre-arrival through post-stay, ensuring that every touchpoint reflects a high standard of personalized service.

**Customer Experience Strategy and Implementation**:
- Develop and execute customer experience strategies aligned with Tamara’s vision and guest expectations.
- Create and implement standard operating procedures (SOPs) for guest experience across resorts and properties.

**Guest Satisfaction Management**:
- Establish and monitor key metrics to gauge guest satisfaction and experience quality.
- Gather and analyze feedback to identify trends, needs, and areas of improvement.
- Implement initiatives to address feedback and drive continuous improvement.

**Training & Development**:
- Collaborate with Learning and development teams to design training modules that equip on-property teams with the skills to deliver exceptional guest service

**Quality Assurance**- Conduct periodic audits, mystery shopping, and onsite evaluations to assess guest experience quality and compliance with brand standards.

**Cross-Department Collaboration**:
- Work with Sales, Marketing, and Operations to introduce guest experience initiatives that support brand loyalty programs, guest acquisition, and retention efforts.

**Guest Relations and Issue Resolution**- Serve as an escalation point for guest issues, ensuring prompt and effective resolution.
- Implement guest feedback loops to resolve potential issues and improve experiences proactively.
- Brand and Experience Consistency.
- Ensure a consistent brand and service experience across all properties by standardizing guest touchpoints and engagement.
- Conduct periodic site visits to assess experience quality and offer feedback to teams.

**Innovation in Customer Experience**- Research and recommend innovative solutions to enhance the guest experience and introduce memorable, unique offerings.
- Track industry trends to ensure Tamara stays at the forefront of customer experience excellence.

Objectives of the Position-
- To achieve and sustain high levels of guest satisfaction and loyalty across all Tamara properties.
- To maintain a unified and exceptional brand experience at each resort.
- To foster a proactive, guest-focused culture among Tamara’s on-site teams.

**Essential Qualification**-
- Bachelor’s degree in hospitality, Business Management, or a related field.

**Key Competencies**:
**Customer Focus**: Deep commitment to understanding and exceeding guest expectations.

**Collaboration**:Works effectively across departments to achieve shared goals.

**Strategic Thinking**:Strategic Thinking:
**Adaptability**:Thrives in a fast-paced environment and remains calm under pressure.

**Mandatory Skills
**-
- Strong understanding of luxury hotel/resort operations and customer experience design
- Excellent communication, interpersonal, and leadership skills
- Ability to analyse complex data, derive insights, and make data-driven decisions
- Proficiency in CRM and guest feedback management software
- Ability to travel as needed to various properties in the portfolio

**Work Experience**:Minimum of 5 years of experience in customer experience, hospitality management, or a related field, preferably in a corporate or multi-property environment.

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