Customer Experience Manager - Ground & Lounges

Job Title: Customer Experience Manager - Ground & Lounges

Location: Middle East

Package: basic salary circa $6,000 - $8,500 per month, plus accommodation allowance, transportation allowance, expat benefits

I'm currently supporting a global hospitality group, based in the Middle East, with their search for a Customer Experience Manager - Ground & Lounges.

The group are one of the pioneering brands, globally, when it comes to luxury hospitality - and this has been recognised through numerous regional, continential, & global awards.

They are now in the process of building a whole new segment of the business, which will focus on everything Product, Design, & Development.

In short, the Customer Experience Manager will be responsible for researching, creating and implementing products and service concepts for all product and service areas on the ground, and for providing product enhancements and product redesign within all ground based areas i.e. Lounges, VIP areas and other areas as determined by the Management. Manages a group of professionals who will assist the department in developing products of high standard and set a niche in the market by introducing state-of-the-art product concepts that rival competitors, and has a direct impact on im rovin our NPS and CSAT scores across Ground, Lounge and Onboard.

What you'll need:

• Min. Diploma, Bachelors Degree or Equivalent.
• 8+ years of experience in ground and/or airport operations environment required.
• Experience in luxury hospitality environment.
• Previous experience of driving personalization, loyalty and customer engagement.
• Proven experience in managing enterprise-level projects.
• Previous experience of managing & implementing major projects across the airlines’ digital customer touchpoints.
• Extensive knowledge of software development methodologies, tools, frameworks, and technologies.
• Practical knowledge of project management tools.