Prestige Customer Experience Manager

Deliver Exceptional Luxury Experiences

Position Summary:

A seasoned Customer Experience Manager is sought after to lead the development and execution of high-end customer experiences for Prestige clients. As a strategic visionary, you will create long-term strategies that align with luxury standards and business goals.

Key Responsibilities:

1. Customer Journey Management:
   
   1. Map and refine the entire journey of Prestige customers to ensure seamless interactions at every touchpoint.
   2. Design personalized experiences that consistently deliver high-touch interactions at every point in the customer lifecycle.
   3. Collaborate with data experts to analyze customer behavior and map individual journeys using insights to anticipate needs.
   4. Regularly review and refine the Prestige customer journey map to evolve with changing expectations.
2. Customer Retention and Upsell Strategies:
   
   1. Develop retention strategies rooted in the Prestige customer journey map, focusing on personalized touchpoints that create long-term loyalty.
   2. Identify key moments for upselling or cross-selling opportunities that enhance the customer experience, offering tailored services like VIP gaming rooms and exclusive events.
   3. Leverage luxury partnerships to create unique upsell and cross-sell opportunities, driving revenue while enhancing engagement.
   4. Use data-driven insights to refine retention and upsell strategies, aligning offers with key milestones in the Prestige customer journey.
   5. Ensure consistent follow-up with significant touchpoints to reinforce loyalty and deepen relationships.
3. Strategic Planning and Leadership:
   
   1. Lead a team of VIP concierges and relationship managers, providing strategic direction and mentorship to deliver elite customer experiences.
   2. Foster a culture of innovation and excellence, encouraging continuous improvement in delivering high-end customer experiences.
   3. Guide the team's development and allocate resources strategically to support long-term customer experience objectives.
4. Performance Metrics and Reporting:
   
   1. Establish and track KPIs focused on Prestige customer satisfaction, retention, and overall business contribution.
   2. Regularly report to senior leadership on the performance of customer initiatives, offering data-driven insights and recommendations for improvement.
   3. Monitor the financial impact of customer experience strategies to drive short-term profitability and long-term growth.

Requirements:

1. Bachelor's degree in Hospitality Management, Business Administration, or a related field; Master's degree preferred.
2. 5-7 years of experience in luxury hospitality or customer experience management, with a focus on high-value customer segments and strategic planning.
3. Proven ability to develop and execute long-term customer experience strategies for high-net-worth clients.
4. Extensive experience in relationship management, building partnerships, and working with luxury brands.
5. Demonstrated success in working cross-functionally with multiple business units to deliver integrated customer experiences.
6. Strong strategic thinking skills, with the ability to inspire and guide a team towards achieving long-term business goals.
7. Expertise in data analysis, with a focus on customer behavior, segmentation, and loyalty metrics.
8. In-depth understanding of luxury hospitality trends and best practices for delivering high-end customer experiences.

Benefits:

• Opportunity to work in a dynamic and innovative environment
• Chance to develop and implement high-end customer experiences
• Professional growth and development opportunities

About the Role:

This is an exceptional opportunity for a skilled Customer Experience Manager to join our team and make a lasting impact on the luxury hospitality industry.