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. #J-18808-Ljbffr