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Remote Senior Customer Experience Manager (Hospitality)
Job Description
Our client, a leading innovator in the hospitality sector, is looking for a visionary Remote Senior Customer Experience Manager to shape and elevate our guest interactions. This is a fully remote position, offering the flexibility to work from anywhere within the US. You will be instrumental in designing, implementing, and refining strategies that ensure exceptional customer journeys across all touchpoints. This role requires a profound understanding of the hospitality industry, coupled with a proven track record in customer relationship management, service design, and data-driven decision-making.
As the Senior CX Manager, you will lead a distributed team, analyze customer feedback and behavioral data to identify trends and opportunities, and translate insights into actionable improvements. Your responsibilities will include developing customer journey maps, crafting service standards, managing online reputation, and collaborating closely with product, marketing, and operations teams to align customer experience initiatives with business goals. You will champion a customer-centric culture throughout the organization, inspiring stakeholders at all levels to prioritize guest satisfaction.
The ideal candidate will have a Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field, with a minimum of 7 years of experience in customer experience or a similar role, with at least 3 years in a leadership capacity within the hospitality or travel industry. Exceptional communication, presentation, and interpersonal skills are paramount, as is the ability to thrive in a remote, fast-paced environment. Experience with CRM systems, customer feedback platforms (e.g., Medallia, Qualtrics), and analytics tools is essential. You should be adept at managing multiple projects simultaneously, demonstrating strong organizational skills and a keen eye for detail. This is an exciting opportunity to make a significant impact on a growing company from the comfort of your own home office, contributing to our mission of delivering unforgettable experiences.
As the Senior CX Manager, you will lead a distributed team, analyze customer feedback and behavioral data to identify trends and opportunities, and translate insights into actionable improvements. Your responsibilities will include developing customer journey maps, crafting service standards, managing online reputation, and collaborating closely with product, marketing, and operations teams to align customer experience initiatives with business goals. You will champion a customer-centric culture throughout the organization, inspiring stakeholders at all levels to prioritize guest satisfaction.
The ideal candidate will have a Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field, with a minimum of 7 years of experience in customer experience or a similar role, with at least 3 years in a leadership capacity within the hospitality or travel industry. Exceptional communication, presentation, and interpersonal skills are paramount, as is the ability to thrive in a remote, fast-paced environment. Experience with CRM systems, customer feedback platforms (e.g., Medallia, Qualtrics), and analytics tools is essential. You should be adept at managing multiple projects simultaneously, demonstrating strong organizational skills and a keen eye for detail. This is an exciting opportunity to make a significant impact on a growing company from the comfort of your own home office, contributing to our mission of delivering unforgettable experiences.
Original posting:
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