Customer Experience Manager

JOB OVERVIEW:
Savoy Signature is seeking a skilled Customer Experience Manager (CEM) to join our dynamic hotel collection.
Reporting directly to the Chief Commercial Officer (CCO), the CEM will be responsible for:
Assisting the Board of Directors with supervising and overseeing the strategy, planning and execution of the Savoy Signature (SS) overall Customer Experience (CX) goals and initiatives and formulating long-range goals and in planning and initiating projects in the area of Product, CX and Reputation Management;
Analyzing customer feedback and data to identify improvement opportunities and ensuring consistent and positive customer interactions across all touchpoints;
Collaborating with cross-functional teams to develop new products, services and procedures aimed at enhancing customer satisfaction and reinforcing the identity of each hotel of the SS collection;
Monitoring customer metrics and reporting on CX performance.
WHAT YOU NEED TO SUCCEED:
Qualifications and experience:
- Bachelor's degree.
- Minimum of 3 to 5 years of experience in roles related to customer experience management, customer service, or management roles in similar areas.
- Proven experience in leading teams and managing projects.
- In-depth knowledge of CX techniques and tools.
- Familiarity with Customer Relationship Management (CRM) software.
- Ability to analyze data to measure and enhance the customer experience.
- Written and spoken English: (limited) working proficiency; additional language skills are a plus.
Personal Skills:
- Excellent communication and interpersonal skills.
- Strong results orientation and customer satisfaction focus.
- Effective problem-solving and decision-making abilities.
- Creativity and innovation in developing strategies to improve the customer experience.
- Ability to work under pressure and in dynamic environments.
Other Requirements:
- Willingness to travel if needed.
- Knowledge of the hospitality industry is an advantage.
WHAT SAVOY SIGNATURE OFFERS YOU:
- Opportunity to join a renowned and expanding business group;
- All advantages and benefits in force for Grupo AFA employees;
- Health insurance;
- Continuous cross training.
To apply, send your Curriculum Vitae accompanied by a cover letter and photograph, indicating the position you are applying for, to the email: ******. Only considered candidates will be contacted.

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