{"id":5722,"date":"2025-01-09T11:36:51","date_gmt":"2025-01-09T11:36:51","guid":{"rendered":"https:\/\/reveurse.co.tz\/?post_type=jobpost&p=5722"},"modified":"2025-01-09T11:53:04","modified_gmt":"2025-01-09T11:53:04","slug":"head-of-customer-experience","status":"publish","type":"jobpost","link":"https:\/\/reveurse.co.tz\/jobs\/head-of-customer-experience\/","title":{"rendered":"HEAD OF CUSTOMER EXPERIENCE"},"content":{"rendered":"\n

Responsibilities:<\/strong><\/p>\n\n\n\n

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  1. Develop and implement a comprehensive customer experience strategy aligned with the company\u2019s vision and business objectives.<\/li>\n\n\n\n
  2. Define and track customer experience goals and KPIs (e.g., Net Promoter Score, Customer Satisfaction Score, etc.).<\/li>\n\n\n\n
  3. Collaborate with senior leadership to align customer-centric initiatives across departments.<\/li>\n\n\n\n
  4. Ensure a seamless, personalized, and memorable experience for guests across all stages of the customer journey.<\/li>\n\n\n\n
  5. Conduct regular reviews of guest feedback and analyze trends to identify areas for improvement.<\/li>\n\n\n\n
  6. Implement best practices and innovative solutions to elevate guest experiences.<\/li>\n\n\n\n
  7. Build, mentor, and lead a team of customer experience professionals and guest relations staff.<\/li>\n\n\n\n
  8. Develop and deliver training programs to foster a customer-first culture within the organization.<\/li>\n\n\n\n
  9. Establish clear roles, responsibilities, and performance standards for team members.<\/li>\n\n\n\n
  10. Design and manage feedback mechanisms (surveys, reviews, direct communication) to gather actionable insights.<\/li>\n\n\n\n
  11. Utilize data analytics to identify trends, pain points, and opportunities for enhancing the guest experience.<\/li>\n\n\n\n
  12. Maintain open channels of communication with customers and internal stakeholders to ensure feedback loops are closed effectively<\/li>\n\n\n\n
  13. Partner with operations, marketing, and technology teams to ensure alignment and delivery of customer experience objectives.<\/li>\n\n\n\n
  14. Collaborate with the product and service design teams to ensure offerings meet and exceed customer expectations.<\/li>\n\n\n\n
  15. Oversee the integration of technology, such as CRM systems, chatbots, and mobile apps, to enhance guest interactions.<\/li>\n\n\n\n
  16. Act as the brand\u2019s ambassador by promoting a guest-first approach within and outside the organization.<\/li>\n\n\n\n
  17. Oversee loyalty programs and initiatives aimed at building long-term customer relationships.<\/li>\n\n\n\n
  18. Handle escalated customer complaints and resolve issues effectively and efficiently.<\/li>\n\n\n\n
  19. Develop strategies to manage and mitigate service-related crises or emergencies.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n\n\n\n

    Qualifications:<\/strong><\/p>\n\n\n\n

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    1. Bachelor\u2019s degree in hospitality management, Business Administration, or related field. Master\u2019s degree preferred.<\/li>\n\n\n\n
    2. Proven 3 \u2013 5 years of experience in a senior customer experience or guest relations role, ideally within the hospitality or service industry.<\/li>\n\n\n\n
    3. Strong understanding of hospitality operations and customer-centric best practices.<\/li>\n\n\n\n
    4. Experience in managing diverse teams and driving cultural change.<\/li>\n\n\n\n
    5. Excellent leadership and people management skills.<\/li>\n\n\n\n
    6. Exceptional communication and interpersonal abilities.<\/li>\n\n\n\n
    7. Analytical mindset with experience in customer data analytics and reporting.<\/li>\n\n\n\n
    8. Strong problem-solving and decision-making skills.<\/li>\n\n\n\n
    9. Passionate about delivering world-class guest experiences.<\/li>\n<\/ol>\n\n\n\n

      HOW TO APPLY.<\/u><\/strong><\/p>\n\n\n\n

      Upload your CV only here. Only shortlisted candidates are to be contacted.<\/em><\/strong><\/em><\/p>\n\n\n\n

      Deadline<\/strong>: 16th<\/sup> January 2025 at 1700hrs.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

      Responsibilities: Qualifications: HOW TO APPLY. Upload your CV only here. Only shortlisted candidates are to be contacted. Deadline: 16th January 2025 at 1700hrs.<\/p>\n","protected":false},"author":3,"featured_media":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","jobpost_category":[54],"jobpost_job_type":[57],"jobpost_location":[144],"jobpost_tag":[88],"class_list":["post-5722","jobpost","type-jobpost","status-publish","hentry","jobpost_category-hospitality","jobpost_job_type-full-time","jobpost_location-arusha","jobpost_tag-job"],"_links":{"self":[{"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/jobpost\/5722","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/comments?post=5722"}],"wp:attachment":[{"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/media?parent=5722"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/jobpost_category?post=5722"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/jobpost_job_type?post=5722"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/jobpost_location?post=5722"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/reveurse.co.tz\/wp-json\/wp\/v2\/jobpost_tag?post=5722"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}