Experience Excellence Delivery Manager

In this role, you will be responsible for establishing and managing Experience Excellence Delivery Department activities, in order to ensure and deliver on the Department’s mandate and identify improvement opportunities that will contribute to the delivery of short and mid-term strategic objectives within set KPIs, agreed budgets and adopted policies and procedures.
Role Responsibilities:
Proactively request and track progress on Experience Excellence (EE) gap resolution initiatives from Government Affairs and other relevant departments
Collecting and analyzing data from site owners to assess the status of EE gap resolution efforts, ensuring alignment with STA goals
Collaborating with trade partners to request and monitor progress on service gap resolution, fostering a culture of continuous improvement
Gathering and synthesizing data related to EE gap resolution, ensuring accuracy and timeliness in reporting
Sharing comprehensive EE gap resolution data with the Experience Development team, providing them with actionable insights to enhance visitor experience
Generating detailed EE progress reports, including key metrics, trends, and insights, to keep all stakeholders informed and aligned
Comparing actual progress against agreed-upon timelines and objectives, identifying any discrepancies or areas for concern
Collaborating with stakeholders to determine the root causes of service gaps and develop appropriate corrective actions to address them.
Ensuring that corrective actions are implemented effectively and monitor their impact on service delivery and customer satisfaction
Maintaining and update the EE progress report, ensuring it reflects the most current information on service gap resolution efforts
Continuously monitor the effectiveness of service gap resolution actions, identifying opportunities for further improvement and ensuring sustained excellence in visitor experience
Following up with site owners and other key stakeholders to ensure timely and successful execution of EE gap resolution actions
Performing other activities as and when required
Role requirements:
Recommended not less than 8 years of experience in relevant field
A bachelor’s degree in Business Adminastration, Marketing or equivalent is preferred