Deskripsi Pekerjaan
Elevate your career at Marina Bay Sands, where your passion meets excellence. As an Assistant Manager in Customer Experience, you'll drive our commitment to world-class service by leading initiatives that enhance guest satisfaction and loyalty. Join our award-winning team in shaping memorable experiences for millions of visitors annually through innovative CX strategies and operational excellence. This role offers a dynamic environment to develop your leadership skills while making tangible impact on customer retention and brand reputation.
Tanggung Jawab
- Oversee daily CX team operations and performance metrics
- Analyze customer feedback to identify trends and improvement opportunities
- Develop and implement CX enhancement strategies across touchpoints
- Train and mentor team members on service excellence standards
- Collaborate with cross-functional teams to optimize customer journeys
- Handle escalated customer issues with resolution-focused approach
- Generate CX performance reports and actionable insights
Kualifikasi
- Bachelor's degree in Business, Marketing, or Hospitality
- 3+ years in customer experience or service leadership roles
- Proven experience with CRM systems and data analysis tools
- Strong problem-solving and conflict resolution abilities
- Exceptional communication and interpersonal skills
- Ability to thrive in fast-paced luxury environment
- Knowledge of customer experience frameworks (e.g., NPS, CSAT)