Manager, Customer Care Strategy

Radisson Hotel Group is one of the world's largest
hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in
operation and under development in 95+ countries. The Group’s overarching brand
promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and
future. Our people are true Moment Makers and together we bring the culture,
spirit, environment and opportunities that empower you to be your best, every
day, everywhere, every time. Together, we make Every Moment Matter.

As part of the 5 year plan focus on improving Guest
& Loyalty Satisfaction, this role leads the development & execution of
the Radisson Hotel Group Customer Care Strategy, working closely and in a cross
functional way with the different departments/areas/hotels/external partners
and Contact Center teams. Through specific projects and analytical KPIs
(internal and vs competitors), this position will ensure that all the processes
& policies are in place to guarantee a full guest satisfaction when
interacting with our company/hotels for any potential issue/complaint,
providing a consistent customer experience throughout the whole customer
journey. The Manager will also support the Contact Centre teams (including
Radisson Rewards Premium/VIP lines), not only in terms of Trainings but also
Guidelines, Daily Support and Budget Management with the external
partner. 

Roles/Responsibilities

Customer Care Strategy:

• Further
  evolve the Customer Care Strategy at Radisson Hotel Group and guest
  centric philosophy, analyzing best practices within the industry – and
  other best practice Industries with high focus on client services and
  aligned with our values and global needs.


• Implement
  the developed strategy to assure guest satisfaction and loyalty, managing
  the interactions with our Guests via the different channels, using
  effective problem-solving processes, using CRM, CSA (Complaint Management
  Tool), Guest Feedback platforms and Bi as key tools to understand guest
  historical data and define correspondent KPIs.

Guest
Journey Analysis:

• Understanding the most
  effective way to listen to the Guests feedback and complaints through all
  the different potential channels (web, social media, reviews pages, call
  center, Hotels, etc.).


• Assuring consistent
  Customer Care experience throughout the whole customer journey and
  prioritizing by level of urgency and severity of the potential issue and
  aligned with nowadays digital customer behavior.

Complaints
Management:

• Identifying and
  implementing clear and efficient Policies & Procedures to follow in
  case of guest complaints during the guest journey, and via all the
  different direct and indirect channels.


• Working closely with the
  RHG Contact Centers and Hotels, making sure that the company policies
  & trainings are perfectly executed to meet the guest expectations
  & satisfaction.


• Implementation and
  execution of the Complaint Management Tool and Compensation Policy, a tool
  and policy to be able to connect and manage all the different channels
  where the guest can make a complaint. Work with internal departments,
  external partners and IT team to implement integrations with the Complaint
  Management Tool.


• Point of contact for
  Executive Committee team for escalated complaints to handle and resolve.

KPIs & Analytics to constantly measure/improve performance:

• Identifying Customer Care
  KPIs and Targets to measure the Guest Satisfaction related to the Customer
  Care interactions, to be constantly shared at internal level with the
  different stakeholders.


• Work with the Analytics
  team to constantly review Bi Dashboards to remain relevant for the
  business (Hotels, Corporate Offices, Managing Directors).

Think
Globally, Act Locally

• Listening and involving
  the different Area offices and Hotels to assure the full implementation of
  the Customer Care Strategy – understanding spaces of improvements to
  adjust.


• Sharing and summarizing
  best practices/needs to the Global Experience Committee

Contact Centre Management – Customer Care & Radisson Rewards
Premium/VIP lines:

• Annual Costs/Budget
  management


• Crisis management support
  in case of top severity complaints

Competencies & skills requirements 

• Experience in highly
  Services oriented industry with a good knowledge of Customer Care /
  Services strategy


• Ability to manage and
  gain alignment across highly complex matrix organization


• Strong project management
  abilities; capable of prioritizing and handling multiple projects
  simultaneously, under tight time constraints


• Flexible, proactive,
  can-do mentality.


• Strong operational and
  communication skills (verbally and written)


• Strength in structured
  and logical thinking, problem solving, issue resolution


• Quality & Customer
  Centric approach


• Analytical skills to
  manage performance figures and Budget control


• Autonomy and high feeling
  of responsability

Job requirements & qualifications: