Customer Experience Manager

The Customer Experience Manager will be responsible for enhancing and driving exceptional customer experiences across all Tamara resorts and properties. This role involves strategizing, coordinating, and implementing initiatives that improve guest satisfaction, streamline service delivery, and ensure consistent brand standards are upheld across all customer touchpoints. Role & responsibilities : Customer Journey Mapping : Develop and oversee the guest journey roadmap, from pre-arrival through post-stay, ensuring that every touchpoint reflects a high standard of personalized service. Develop and execute customer experience strategies aligned with Tamara's vision and guest expectations. Create and implement standard operating procedures (SOPs) for guest experience across resorts and properties. Guest Satisfaction Management : Establish and monitor key metrics to gauge guest satisfaction and experience quality. Gather and analyze feedback to identify trends, needs, and areas of improvement. Implement initiatives to address feedback and drive continuous improvement. Training & Development : Collaborate with Learning and development teams to design training modules that equip on-property teams with the skills to deliver exceptional guest service. Quality Assurance : Conduct periodic audits, mystery shopping, and onsite evaluations to assess guest experience quality and compliance with brand standards. Cross-Department Collaboration : Work with Sales, Marketing, and Operations to introduce guest experience initiatives that support brand loyalty programs, guest acquisition, and retention efforts. Guest Relations and Issue Resolution: Serve as an escalation point for guest issues, ensuring prompt and effective resolution. Implement guest feedback loops to resolve potential issues and improve experiences proactively.. Brand and Experience Consistency: Ensure a consistent brand and service experience across all properties by standardizing guest touchpoints and engagement. Conduct periodic site visits to assess experience quality and offer feedback to teams. Research and recommend innovative solutions to enhance the guest experience and introduce memorable, unique offerings. Track industry trends to ensure Tamara stays at the forefront of customer experience excellence. To achieve and sustain high levels of guest satisfaction and loyalty across all Tamara properties. To maintain a unified and exceptional brand experience at each resort. To foster a proactive, guest-focused culture among Tamara's on-site teams. Preferred candidate profile : Bachelors degree in hospitality, Business Management, or a related field. Customer Focus: Deep commitment to understanding and exceeding guest expectations. Collaboration: Works effectively across departments to achieve shared goals. Strategic Thinking: Able to identify and develop strategies that drive long-term brand loyalty and customer satisfaction. Adaptability: Thrives in a fast-paced environment and remains calm under pressure. Strong understanding of luxury hotel/resort operations and customer experience design Excellent communication, interpersonal, and leadership skills Ability to analyze complex data, derive insights, and make data-driven decisions Proficiency in CRM and guest feedback management software Ability to travel as needed to various properties in the portfolio Minimum of 5 years of experience in customer experience, hospitality management, or a related field, preferably in a corporate or multi-property environment.