Junior Customer Experience & Performance Manager

Job description

Key tasks

As a part of the global Guest division and the Customer Experience team, you will work on performance analysis to ensure continuous and high customer satisfaction in our properties and beyond. Your key missions will be the following:

-1- KPI reporting and performance analysis

• Build and maintain monthly reports to monitor key indicator for regional and global Management
• Follow-up and alert on results in close collaboration with regional relays
• Ensure gaps in customer satisfaction are identified and analyzed globally with continuous input from regional network and global brands
• Evangelize CX culture and understanding of the value of Customer Experience in close collaboration with the data teams

-2- Ad hoc Analysis

• Create ad hoc reporting as needed to communicate KPIs to the business
• Intake reporting requests, understand requestor’s needs, and produce informative and actionable results
• Establish clear result restitution: description of hypotheses, key figures, visual presentation
• Assist in the planning and reporting of quarterly business reviews and objectives planning

-3- Customer Experience Strategy

• Participate in projects as a team member and help coordinating actions to complete assignments in time
• Support the team with presentation material, research and various data sources