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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