Senior Hospitality Experience Lead - Remote

Placements24; Midrand; Hybrid; ZAR 800,000 - 1,400,000; Full time

Benefits offered by this job

Fully remote work

Health and wellness programs

Professional development

Generous paid time off

Job summary

Placements24 seeks a Senior Hospitality Experience Manager to elevate the customer journey across all touchpoints for a fully remote team. You will shape strategies to foster guest loyalty, enhance service delivery, and drive satisfaction within the Hospitality & Tourism sector.

You will lead a remote team, collaborate with marketing, operations and technology, define KPIs, analyze feedback, and implement guest engagement and CRM initiatives from your home office.

Qualifications

• 7+ years in hospitality management with a focus on customer experience or guest relations.
• Proven track record of CX strategies improving satisfaction and loyalty.
• Strong leadership for remote or distributed teams.

Responsibilities

• Develop and implement comprehensive customer experience strategies aligned with brand values and objectives.
• Analyze customer feedback and market trends to identify service improvements.
• Design and oversee guest engagement programs and loyalty initiatives.
• Collaborate with marketing, operations, and technology to ensure a seamless customer journey.
• Manage and mentor a remote team of experience specialists; foster a culture of excellence.

Skills

Hospitality experience

Customer experience

Remote team leadership

CRM proficiency

Data analysis

Stakeholder communication

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Tools

CRM software

Job description

Placements24 seeks a Senior Hospitality Experience Manager to elevate the customer journey across all touchpoints for a fully remote team. You will shape strategies to foster guest loyalty, enhance service delivery, and drive satisfaction within the Hospitality & Tourism sector.

You will lead a remote team, collaborate with marketing, operations and technology, define KPIs, analyze feedback, and implement guest engagement and CRM initiatives from your home office.