At a Glance
- Tasks: Enhance the passenger experience from start to finish in a dynamic travel environment.
- Company: Join an iconic travel brand known for its commitment to customer satisfaction.
- Benefits: Competitive salary, opportunities for growth, and a chance to innovate in travel.
- Other info: Fast-paced role with collaboration across various teams and suppliers.
- Why this job: Make a real impact on how passengers experience their journey with cutting-edge solutions.
- Qualifications: 5+ years in customer experience, especially in travel or high-regulation environments.
The predicted salary is between 50000 - 60000 £ per year.
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.
Customer Experience Manager - Physical Journey in Kent employer: The Change Partners - Global talent specialists for a connected world
Join an iconic Travel brand that prioritises customer experience and innovation in the passenger journey. With a strong focus on collaboration and cross-functional teamwork, this role offers a dynamic work culture where your contributions directly enhance customer satisfaction and service standards. Enjoy opportunities for professional growth and development while being part of a company that values excellence and creativity in the travel industry.
Contact Details:
The Change Partners - Global talent specialists for a connected world Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Physical Journey in Kent
✨Tip Number 1
Network like a pro! Reach out to people in the travel and customer experience sectors. Use LinkedIn to connect with industry professionals and join relevant groups. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience management. Think about your past experiences and how they align with the role. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 3
Showcase your knowledge of the latest trends in customer experience and technology. Be ready to discuss how you can bring innovation to the physical journey. This will demonstrate your passion and commitment to improving customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Experience Manager - Physical Journey in Kent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your experience in improving customer journeys, especially in travel or similar sectors. We want to see how your background aligns with the key responsibilities mentioned in the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about enhancing customer experiences and how your skills can contribute to our iconic brand. Be sure to mention specific examples from your past roles that demonstrate your expertise.
Showcase Your Metrics:We love numbers! When discussing your previous roles, include performance metrics like NPS, CSAT, or any other relevant KPIs. This will help us understand the impact you've made in your previous positions and how you can bring that to our team.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at The Change Partners - Global talent specialists for a connected world
✨Know the Customer Journey Inside Out
Make sure you understand the entire passenger experience from start to finish. Familiarise yourself with the key touchpoints and think about how you can improve them. This will show your potential employer that you're not just interested in the role, but that you’re passionate about enhancing customer experiences.
✨Showcase Your Cross-Functional Collaboration Skills
Since the role involves working with various teams like Operations, Marketing, and Technology, be ready to discuss examples of how you've successfully collaborated in the past. Highlight specific projects where you worked with different departments to achieve a common goal.
✨Bring Data to the Table
Prepare to talk about how you've used performance metrics like NPS, CSAT, or customer feedback to drive improvements. Have some concrete examples ready that demonstrate your analytical skills and how they’ve led to tangible results in previous roles.
✨Stay Ahead of Industry Trends
Research the latest technologies and best practices in customer experience within the travel industry. Being able to discuss current trends and innovations will show that you’re proactive and committed to delivering exceptional experiences.
