Customer Delight and Experience Manager

Job Summary:

Responsibilities:

• Strategic Customer Experience Management:
• Develop and implement a comprehensive customer experience strategy aligned with Mayfair Housing's brand values and business objectives.
• Analyze customer feedback and market trends to identify opportunities for improvement and innovation.
• Establish and monitor key performance indicators (KPIs) to measure customer satisfaction and experience effectiveness.
• Develop customer journey maps to identify touchpoints and optimize the customer experience across all stages.
• Hospitality Integration:
• Leverage hospitality best practices to create a welcoming and personalized experience for Mayfair Housing customers.
• Implement service standards and protocols that reflect the high-touch approach of the hospitality industry.
• Train staff on hospitality principles, including communication, empathy, and problem-solving.
• Create memorable "wow" moments that exceed customer expectations.
• Customer Relationship Management (CRM):
• Oversee the effective use of CRM systems to manage customer interactions and data.
• Develop and implement customer segmentation strategies to personalize communication and service offerings.
• Collaborate with sales, marketing, and operations teams to ensure a consistent and seamless customer experience.
• Provide customer insights and feedback to inform product development and service improvements.
• Work with external vendors and partners to enhance the customer experience.
• Develop and implement property handover processes that emulate hospitality check in procedures.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• 8-10 years of experience in customer experience management, preferably in the hospitality industry.

Skills:

• Customer Experience Management
• Hospitality Management
• Communication
• Problem-Solving
• Project Management

Personal Attributes:

• Customer-centric mindset
• Passionate about service excellence
• Proactive and results-oriented
• Strong attention to detail
• Ability to build rapport and trust with customers.
• Adaptable and flexible