Manager Regional Customer Experience Job Acorn

Manager Regional Customer Experience Job

Job role

Purpose of the role:

The purpose of the Manager Regional Customer Experience role is to oversee the customer experience for residents by auditing daily operations and developing and implementing SOPs that ensure an exceptional customer journey. Additionally, the manager provides direction and leadership to build a customer-centric culture that supports business objectives.

Qualifications

• Bachelor’s degree from an accredited university.
• At least 10 years demonstratable experience in the hospitality sector as Guest Relations Manager/Officer, Front of Office Manager, Executive Housekeeper or Hotel/Airbnb Operations Manager.
• Ability to manage teams effectively.
• Excellent written, oral communication, and presentation skills.
• Knowledge of financial management.
• Strong customer experience orientation.
• Knowledge of on-site maintenance requirements including dealing with vendors and contractors.
• Organize work, set priorities, and delegate with proper follow-up.
• Flexible Working hours and Remote working abilities.
• Collect and analyze data (Strong Analytical Skills.

Roles & Responsibilities

Customer Experience

• Building a Customer Centric culture in our teams to deliver exceptional experience at every touch point.
• Co-ordination of stakeholders to deliver business objectives.
• Audits reports and trend analysis for process improvements that drive retention.
• Periodic audits in set checklists to ensure customer experience standards are upheld.
• Drive Compliance in all properties to avoid risk factors that would affect customer experience.
• Responsible for resolving critical escalated customer issues by the customer experience teams.
• Audit Customer satisfaction scores and customer feedback to improve service delivery.
• Managing stakeholders to ensure proactive maintenance of the assets.

People Management

• Build a culture that creates a conducive environment for staff growth and retention.
• Identify gaps, recruit, train, grow performance manage and develop teams to deliver quality customer experience.
• Provide overall direction and supervision of day-to-day property management.
• Direct activities of cross functional teams as required.

Processes

• Audits reports and trend analysis for process improvements that drive occupancy and retention
• Ensure implementation of contracts as per terms and conditions.
• Drive KYC compliance by tracking and ensuring all residents are KYC compliant as per the company policy.
• Collaborate with cross functional teams to review the preventative maintenance program.
• Ensure proper partner and vendor management as per set standards.

Financial

• Revenue assurance by auditing trends and guide stakeholders to manage customer existence.
• Collaborate with the Marketing/Brand management teams to oversee, develop, and implement marketing/advertising plans across markets.
• Monitor Leasing/renewal activities through the management system.
• Monitor internal processes of inventory control and purchasing.

How to Apply

Click Here to Apply