Head of Customer Experience Global
6 months ago
**Elevate Global Excellence: Become Our Head of Customer Experience at Ten**:
You will lead plans for Service Improvement and the development of Ten’s Member Journey. You will work globally, ensuring that each member of your team is contributing fully to their region, keeping you in the loop on issues and trends, while driving global initiatives yourself.
**Join us in redefining luxury lifestyle management and making a lasting impact on our clients’ lives**
**Key Responsibilities**:
**Leadership & Team Management**:
- Lead, mentor, and manage a high-performing team of 6-10 CX and VoC professionals across APAC, AMEA, and Europe.
- Foster a collaborative and inclusive team culture that values diversity and inclusion.
- Provide regular coaching and feedback to develop team members’ skills and career paths.
- Conduct performance reviews and set clear, achievable goals for team members.
**Strategy and Execution**:
- Develop and execute a global customer experience strategy that aligns with our brand’s vision and values.
- Identify and prioritize key initiatives that will enhance the customer experience.
- Analyze client feedback and data to identify trends, pain points, and opportunities for enhancement.
- Collaborate with cross-functional teams, including Sales, Marketing, Product Development, and Operations, to ensure a seamless and delightful client journey.
**Training and Development**:
- Design and implement training programs for CX and VoC teams to ensure they have the skills and knowledge required to deliver exceptional service.
- Stay abreast of industry trends and best practices to continuously enhance training content.
- Foster a culture of continuous learning and development within the team.
**Global Responsibilities and Project Management**:
- Lead plans for service improvement and the development of Ten’s Member Journey.
- Ensure each team member is contributing fully to their region while driving global initiatives.
- Manage and oversee multiple projects simultaneously, ensuring they are delivered on time and within budget.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
- Ensure consistent execution of customer experience strategies across all regions.
**Requirements**:
**Education/Experience**:
- Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred.
- Minimum of 10 years of experience in customer experience management, with at least 5 years in a leadership role.
- Proven track record of developing and implementing successful customer experience strategies on a global scale.
- Additional qualification/certification in CX, Coaching, Six Sigma etc., advantageous
- Knowledge and expertise in the entertainment, leisure and/or travel industry, desirable
**Knowledge, Skills & Abilities**:
- **Communication**: Confident and persuasive with excellent verbal and written communication skills for effective interaction with all levels of stakeholders. **Professional English language skills** with at least C2 proficiency based on the Common European Framework of Reference for Languages (CEFR) proficiency required.
- **Member Advocacy**: Passionate about service delivery standards, demanding excellence on behalf of our members.
- **Regional Expertise & Strategic Insights**: Deep understanding of APAC, AMEA, and Europe market dynamics. Integrates regional insights into strategic planning, utilizing data-driven approaches to drive sustainable growth and enhance brand reputation.
- **Leadership**: Exceptional leadership and team management skills with the ability to inspire and motivate a diverse team. Embrace a participative leadership style and demonstrate the ability to set your team up for success.
- **Innovation**:approaches all tasks and challenges with curiosity, rigor, and optimism, driving innovative solutions.
- **Adaptability & Resilience**: Demonstrates adaptability and resilience in navigating complex and changing environments. Able to adjust strategies and approaches in response to evolving market trends, customer needs, and unforeseen challenges.
- **Flexibility**: This position is a 40-hour work week; Monday to Friday with usual normal office hours ; however, due to its operational requirement occasional outside of normal working hours may occur due to our global business nature.
**Guidelines for Hybrid/Home Office**:
- Please note that if you live within a commutable distance of an office you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office
- A secure home office at your confirmed address, free from background noise or other distractions
- Internet service must meet minimum requirements and minimum speed check must be completed
- This is not a fully remote work-from-anywhere role.
**Benefits**
Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisa
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