Customer Experience and Operations Director

Our client is one of the leading Travel & Tourism groups worldwide. With new business initiatives and development, they are now looking for a leader to manage the Customer Experience and Operations space in Hong Kong.

Benefits:

• Flexible working culture and WFH options
• Attractive remuneration package with quarterly performance incentives + year-end bonus
• Global market exposure

The Job:

• Understand, evaluate and execute strategies for customer experience development across the full customer journey
• Analyse internal and external data from customer satisfaction surveys and complaints to draw insightful business recommendations at an operational level
• Collaborate with key stakeholders across the group to understand current needs and demand from customers
• Prepare presentations and end to end process workflow overview to translate actionable strategies to the business

The Person:

• 8+ years of customer experience management, preferably from the hospitality and tourism industry
• Strong data analytics skills and mindset
• Strong strategic thinking and be able to translate into actionable recommendations at an operational level
• Experience working at a group level position is a plus
• Excellent presentation and communication skills to key stakeholders in the business
• Fluency in English and Chinese

Salt is acting as an Employment Agency in relation to this vacancy.