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;
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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