Job Description

About us:

As the VP of Customer Success, you will be responsible for creating, managing and executing the end-to-end customer experience strategy of the organization.

Job Responsibilities

Strategic Leadership:

• Develop and implement a comprehensive customer success and customer experience strategy aligned with the company's goals and objectives.
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Define key performance indicators (KPIs) for customer success and monitor performance against these metrics.

Team Management:

• Lead, mentor, and manage the customer success team, ensuring they are motivated and equipped with the necessary skills and knowledge.
• Lead the development of customer success programs, including onboarding, training and ongoing support.

Customer Relationship Management:

• Build strong relationships with key customers (tenants and owners), acting as an escalation point for any issues or concerns.
• Enabling a two-way stream with customer facing teams through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customercentric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

Feedback and Improvement:

• Establish feedback loops to gather customer insights and use this information to drive product and service enhancements.
• Advocate for changes in other departments ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience journey.

Reporting and Analysis

• Leveraging technology, CRM software and related tools to optimize customer success operations, automate outreach, increase operational efficiency and reduce costs.
• Prepare regular reports on customer success metrics and share insights with the relevant stakeholders.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.

Job Requirements

• Minimum of 10 years of experience in customer-facing organizations, with at least 5 years in a leadership role
• Experience in Hospitality or Hotel industry is highly preferred, with a strong focus on delivering exceptional customer experiences
• Knowledge of Customer Relationship Management software/systems and account management
• Ability to visualize end-user experience and then work backwards to plan, strategize and execute customer experience efforts to deliver great experiences.
• Exceptional leadership skills, with the ability to inspire and motivate a team to deliver exceptional performance.
• Excellent communication and relationship-building skills, with the ability to engage with customers at all levels.
• Strong strategic thinking and problem-solving skills, with the ability to develop and implement effective customer success strategies.
• Bachelor's degree in Business, Marketing, or a related field.