Senior Hospitality Experience Manager

Placements24; Midrand; Hybride; ZAR 800 000 - 1 400 000; Plein temps

Avantages offerts par ce poste

Fully remote work

Health and wellness programs

Professional development

Generous paid time off

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Hospitality experience

Customer experience

Remote team leadership

CRM proficiency

Data analysis

Stakeholder communication

Formation

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Outils

CRM software

Description du poste

About the Role

Our client, a leading innovator in the hospitality sector, is seeking an exceptional Senior Hospitality Experience Manager to join their dynamic and fully remote team. This pivotal role is responsible for shaping and elevating the customer journey across all touchpoints. You will be instrumental in developing strategies that foster guest loyalty, enhance service delivery, and drive overall satisfaction in the competitive tourism landscape. The ideal candidate will possess a deep understanding of the hospitality industry, a passion for creating memorable experiences, and a proven ability to lead and inspire remote teams. This is an exciting opportunity to contribute to a forward-thinking company that values exceptional customer service and continuous improvement, all from the comfort of your home office. The focus is on strategic planning and digital engagement, making this a truly modern and adaptable role within the Hospitality & Tourism industry.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies aligned with our client's brand values and business objectives.
• Analyze customer feedback and market trends to identify areas for service improvement and innovation.
• Design and oversee the execution of guest engagement programs and loyalty initiatives.
• Collaborate with cross-functional teams, including marketing, operations, and technology, to ensure a seamless customer journey.
• Manage and mentor a remote team of experience specialists, fostering a culture of excellence and continuous learning.
• Define key performance indicators (KPIs) for customer satisfaction and experience, and regularly report on progress.
• Champion best practices in customer service and experience management within a remote-first environment.
• Oversee the development and maintenance of customer relationship management (CRM) systems and tools.
• Conduct regular virtual workshops and training sessions for staff on customer experience best practices.

Requirements

• A minimum of 7 years of progressive experience in hospitality management, with a strong focus on customer experience or guest relations.
• Proven track record of developing and implementing successful customer experience strategies that have demonstrably improved satisfaction and loyalty.
• Exceptional understanding of the Hospitality & Tourism sector, including current trends and emerging technologies.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable insights.
• Excellent leadership and team management skills, with experience leading remote or distributed teams.
• Outstanding communication, interpersonal, and presentation skills, comfortable engaging with stakeholders at all levels.
• Proficiency in CRM software and other customer experience management tools.
• A Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field is required.
• Must be self-motivated, highly organized, and capable of thriving in a fully remote work environment.

Benefits

• Competitive annual salary of R .
• Fully remote work arrangement, offering unparalleled flexibility and work-life balance.
• Opportunity to work with a globally recognized leader in the hospitality industry.
• Comprehensive health and wellness programs.
• Professional development and continuous learning opportunities.
• Generous paid time off and holiday leave.
• Access to cutting-edge technology and resources to support your remote work.
• A collaborative and supportive virtual work environment.