Senior Manager - Customer Experience

Are you a proactive hospitality leader passionate about world-class customer service? We’re hiring a Senior Manager – Customer Experience to elevate every client touchpoint — from first enquiry to handover and beyond. You will lead CX execution, drive consistent premium service standards, and partner with Sales, CRM, and other internal teams to continuously improve every touchpoint, from first interaction to handover and beyond, resulting in exceptional customer satisfaction.

Key Responsibilities

Customer Journey Management:
Design and implement customer experience strategies inspired by hospitality excellence
Oversee customer interactions throughout the property lifecycle, ensuring a personalized and seamless experience
Service Excellence & Customer Satisfaction
Implement and uphold premium service standards across all customer touchpoints.
Lead service recovery and escalation management to ensure swift, high-quality resolution.
Ensure proactive, cl...