Requirements
The Customer Experience Manager is responsible for designing, governing, and continuously improving the end-to-end customer journey across all touchpoints within the destination. This role requires a strong understanding of customer strategy, operational excellence, digital transformation, service design, and analytics. The candidate will lead Voice of Customer programs, build executive dashboards, and partner cross-functionally with various departments to drive customer satisfaction and loyalty.
Description
Role SummaryThe Customer Experience Manager is responsible for designing, governing, and continuouslyimproving the end-to-end customer journey across all touchpoints within the destination. The rolecombines customer strategy, operational excellence, digital transformation, service design,analytics, and cross-functional leadership to ensure customer needs are translated into measurablebusiness improvements.The role acts as the voice of the customer across the organization, partnering with Development,Property Management, Community Care, Marketing, Sales, Hospitality, Technology, andOperations to drive customer satisfaction, loyalty, operational efficiency, and long-term valuecreation.Key Responsibilities• Develop and execute the Customer Experience strategy.• Design and optimize end-to-end customer journeys.• Lead Voice of Customer programs (CSAT, NPS, CES, surveys, sentiment analysis).• Build executive dashboards and customer insight reports.• Own CX requirements for CRM platforms and digital products.• Lead customer innovation initiatives including AI, self-service and advocacy programs.• Partner cross-functionally with Development, Property Management, Marketing, Sales, Hospitality,Legal, IT and Operations.• Define customer-facing processes and governance frameworks.• Lead cross-functional CX projects from concept through implementation.• Represent the customer in executive decision-making.• Design service standards and communication frameworks.• Drive continuous improvement through root-cause analysis and operational enhancements.