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SVP GLOBAL CUSTOMER EXPERIENCE LEADER HOSPITALITY INDUSTRY EXP (required)

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Location
Any US City
Job Type
Direct Hire
Date
May 25, 2017
Job ID
2484777
SVP GLOBAL CX ACCOUNT LEAD
HOSPITALITY INDUSTRY


a High-level, Strategic Advisor, responsible for enhancing our client’s exclusive relationship with one of the Top Global Hotel Brands
 
A CX Thought Leader and Industry Expert

 
…a  Cool & Current...Outgoing & High Energy type with a Passion for Customer Experience
and a
Zest for Life!
 

RESPONSIBILITIES

Collaborate, advise and guide (our client’s) hospitality client in the areas critical to their customer experience strategic goals.
 
Act as a thought leader and share your expertise in customer experience, satisfaction, and loyalty measurement, modeling and management
 
Create and maintain strong “trusted advisor” relationships with hospitality clients
 
Share your expertise in customer experience, satisfaction, and loyalty measurement, modeling and management
 
Integrate hospitality sector knowledge with customer loyalty expertise
 
Partner closely with our client’s internal CX and other internal teams (Operations, Analytics, etc.) to ensure the ongoing success customer experience strategy for the global hotel client.
 
LEADERSHIP
 
Enlighten and educate client side PhD level analysts on customer experience capabilities, concepts, and tools
 
Lead a team of 5 sr. level direct reports and multiple project based individuals
 
Familiarity with CX technologies and platforms and the ability to provide guidance on new customer loyalty management technologies
 
 
EXPERIENCE
 
Ability to influence change and develop strong interpersonal relationships with client staff, internal team members, and key stakeholders
 
12+ years of relevant experience in CX, preferably with 6+ years of analytic experience tracking trends across the entire guest experience and generating insights in a story based format
 
Background should include a significant amount of CX in the Hotel, Restaurant, Hospitality industries (would consider Retail depending of the candidate)
 
Track record of concepting, designing, delivering consumer driven experiences
 
Ability to think critically and problem solve in a fast- paced, entrepreneurial environment.
 
Excellent communicator with superior verbal, written, interpersonal, technical and presentation skills.

DEGREE
 
BA/BS degree or MBA preferred
 
TRAVEL
 
Will be within for the first several months