Full Time
Arusha
Posted 4 months ago
Responsibilities:
- Develop and implement a comprehensive customer experience strategy aligned with the company’s vision and business objectives.
- Define and track customer experience goals and KPIs (e.g., Net Promoter Score, Customer Satisfaction Score, etc.).
- Collaborate with senior leadership to align customer-centric initiatives across departments.
- Ensure a seamless, personalized, and memorable experience for guests across all stages of the customer journey.
- Conduct regular reviews of guest feedback and analyze trends to identify areas for improvement.
- Implement best practices and innovative solutions to elevate guest experiences.
- Build, mentor, and lead a team of customer experience professionals and guest relations staff.
- Develop and deliver training programs to foster a customer-first culture within the organization.
- Establish clear roles, responsibilities, and performance standards for team members.
- Design and manage feedback mechanisms (surveys, reviews, direct communication) to gather actionable insights.
- Utilize data analytics to identify trends, pain points, and opportunities for enhancing the guest experience.
- Maintain open channels of communication with customers and internal stakeholders to ensure feedback loops are closed effectively
- Partner with operations, marketing, and technology teams to ensure alignment and delivery of customer experience objectives.
- Collaborate with the product and service design teams to ensure offerings meet and exceed customer expectations.
- Oversee the integration of technology, such as CRM systems, chatbots, and mobile apps, to enhance guest interactions.
- Act as the brand’s ambassador by promoting a guest-first approach within and outside the organization.
- Oversee loyalty programs and initiatives aimed at building long-term customer relationships.
- Handle escalated customer complaints and resolve issues effectively and efficiently.
- Develop strategies to manage and mitigate service-related crises or emergencies.
Qualifications:
- Bachelor’s degree in hospitality management, Business Administration, or related field. Master’s degree preferred.
- Proven 3 – 5 years of experience in a senior customer experience or guest relations role, ideally within the hospitality or service industry.
- Strong understanding of hospitality operations and customer-centric best practices.
- Experience in managing diverse teams and driving cultural change.
- Excellent leadership and people management skills.
- Exceptional communication and interpersonal abilities.
- Analytical mindset with experience in customer data analytics and reporting.
- Strong problem-solving and decision-making skills.
- Passionate about delivering world-class guest experiences.
HOW TO APPLY.
Upload your CV only here. Only shortlisted candidates are to be contacted.
Deadline: 16th January 2025 at 1700hrs.
Job Features
Job Category
Hospitality
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