Job Description
About the Role
The role is responsible for designing, implementing, and managing the end-to-end Customer Experience (CX) strategy for Vianaar. This includes developing the Voice of Customer (VoC) ecosystem, managing CRM, driving loyalty and retention, and using data-driven insights to enhance experience.
Responsibilities
- Voice of Customer (VoC), customer insights and journey understanding
- Customer Experience strategy development and implementation
- Experience design, continuous improvement & service innovation
- Data-driven approach: CX metrics, measurement, dashboards, ROI
- CRM development, retention strategy & loyalty program design
- Creative thinking to build emotional and functional loyalty
- Grievance redressal & service recover ownership
- Guest data management & future engagement strategy
- Operational management of full customer lifecycle
- Development of customer-centric culture across teams
- Cross-functional collaboration with Sales, Projects, Facilities, Legal & Finance
- Team development, capability building & performance governance
Qualifications
- Essential: 12–15+ years of experience in managing customer experience operations in hospitality, luxury retail, premium real estate, or holiday homes.
- Essential: Strong understanding of customer lifecycle management, CRM systems, CX strategy, and service operations.
- Essential: Demonstrated expertise in handling multi-location operations, CX process design and team leadership.
- Desired: Prior experience in hospitality groups, boutique resorts, luxury brands, premium retail, or travel & tourism.
- Desired: Six Sigma / Lean experience for process optimization and service excellence.
Required Skills
- Service Analytics & Customer Insight
- Service Agility & Calculated Risk-Taking
- Collaborative Service Negotiation
- Entrepreneurial Customer-Centric Mindset
- Strategic Service Leadership
- Digital Service & Technology Orientation
- Cross-Functional Service Collaboration
- Service Governance & Risk Mitigation
- Data-Led Service Innovation
- Financial & Commercial Service Understanding
- Customer Loyalty, CRM & Retention
- Service Recovery & Grievance Excellence
- Customer Experience Strategy & Execution
Pay range and compensation package
Compensation details will be discussed during the interview process.
Equal Opportunity Statement
Vianaar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
The role is responsible for designing, implementing, and managing the end-to-end Customer Experience (CX) strategy for Vianaar. This includes developing the Voice of Customer (VoC) ecosystem, managing CRM, driving loyalty and retention, and using data-driven insights to enhance experience.
Responsibilities
- Voice of Customer (VoC), customer insights and journey understanding
- Customer Experience strategy development and implementation
- Experience design, continuous improvement & service innovation
- Data-driven approach: CX metrics, measurement, dashboards, ROI
- CRM development, retention strategy & loyalty program design
- Creative thinking to build emotional and functional loyalty
- Grievance redressal & service recover ownership
- Guest data management & future engagement strategy
- Operational management of full customer lifecycle
- Development of customer-centric culture across teams
- Cross-functional collaboration with Sales, Projects, Facilities, Legal & Finance
- Team development, capability building & performance governance
Qualifications
- Essential: 12–15+ years of experience in managing customer experience operations in hospitality, luxury retail, premium real estate, or holiday homes.
- Essential: Strong understanding of customer lifecycle management, CRM systems, CX strategy, and service operations.
- Essential: Demonstrated expertise in handling multi-location operations, CX process design and team leadership.
- Desired: Prior experience in hospitality groups, boutique resorts, luxury brands, premium retail, or travel & tourism.
- Desired: Six Sigma / Lean experience for process optimization and service excellence.
Required Skills
- Service Analytics & Customer Insight
- Service Agility & Calculated Risk-Taking
- Collaborative Service Negotiation
- Entrepreneurial Customer-Centric Mindset
- Strategic Service Leadership
- Digital Service & Technology Orientation
- Cross-Functional Service Collaboration
- Service Governance & Risk Mitigation
- Data-Led Service Innovation
- Financial & Commercial Service Understanding
- Customer Loyalty, CRM & Retention
- Service Recovery & Grievance Excellence
- Customer Experience Strategy & Execution
Pay range and compensation package
Compensation details will be discussed during the interview process.
Equal Opportunity Statement
Vianaar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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