The Change Partners are working with an iconic Travel brand who are hiring for a Passenger/Customer Experience Manager.
The Passenger/Customer Experience Manager will be responsible for the end-to-end in-person journey that passengers take throughout their route, from start to finish.
Key responsibilities:
* Deliver Customer Experience improvements across the physical journey.
* Ensure alignment with customer service, satisfaction, brand and service standards.
* Collaborate cross-functionally with Operations, Marketing, Partnerships, Technology, Infrastructure and 3rd party suppliers.
* Manage 3rd party suppliers to ensure they are delivering in line with standards that have been agreed, including KPIs.
* Utilise performance metrics such as customer feedback, NPS, CSAT, audits and onsite observations to improve the journey.
* Partner with Retail brands across the journey to ensure a seamless experience.
* Stay on top of technologies and best practice to deliver innovation across physical journeys.
Your background:
* 5+ years working across Customer experience with a strong focus across physical touchpoints.
* Experience within Travel, Aviation/Airports, Rail/Terminals/Stations, Ferries/Maritime, Duty Free/Retail/Shopping Centres or Hotels or similar guest/travel/passenger environment with high regulation and consumer spending.
* Strong understanding and experience with best practice across physical environments to influence passenger behaviour, experience and spend.
* Ability to navigate a fast-paced, cross-functional and always-on environment.
* Experience managing suppliers and project managing individual projects, ideally with budget management.
Please apply for further information.