Job Title

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 ResponsibilitiesCustomer Journey Management:- Design and implement customer experience strategies inspired by hospitality excellence - Oversee customer interactions throughout the property lifecycle, ensuring a personalized and seamless experienceService 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, clear, and consistent customer communication at all times.Customer Engagement- Build strong relationships with customers, fostering trust and long-term satisfaction. Understanding their preferences, needs, and expectations resulting in referrals and repeat business - Organize events, property walkthroughs, and touchpoints that align with the brand’s premium image.Cross-Functional Collaboration (Sales + CRM + Operations)- Work closely with Sales, CRM, FMS/Engineering, Accounts, Legal, and relevant teams to enhance the overall experience. - Drive alignment on customer commitments, updates, and service turnaround times.SOPs, Governance & Quality Control- Build and roll out CX SOPs, templates, and service protocols to ensure consistency. - Run regular quality reviews, case audits, and process refinements to raise standards.Feedback, Insights & Continuous Improvement- Create structured feedback loops and convert insights into actionable improvements. - Track satisfaction metrics, root causes, and repeat issues, drive closure with owners and timelines. - Monitor customer satisfaction metrics and implement strategies for continuous improvement - Monitor customer feedback channels and implement improvements based on insightsTeam Leadership & Culture- Lead, coach, and develop the CX team to deliver hospitality-level service. - Build a customer-first culture through training, routines, and accountability. - Work closely with the FMS & Engineering team to ensure consistent service delivery across all customer touchpoints - Act as a liaison between internal teams and customers to address queries, resolve concerns, and maintain transparencyReporting & Metrics- Analyze customer data and satisfaction metrics to identify trends, pain points, and opportunities for improvement - Share key insights and recommendations with leadership to drive decisions. - Stay updated on industry trends, market demands, and competitors’ practices to keep the customer experience strategy relevant and competitive.Core Requirements- Bachelor’s degree in hospitality management, Business, or a related field. - 7–10+ years in customer experience/service leadership (luxury hospitality preferred). - Strong experience in leading teams, handling escalations, and building service standards/SOPs. - Excellent stakeholder management with the ability to drive outcomes across functions. - Strong communication, service recovery, and a high-ownership mindset. - CRM/tool familiarity and comfort with metrics and reporting.