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: Collaborative role with cross-functional teams and exciting project management opportunities.
- Why this job: Make a real impact on how passengers experience their journey with cutting-edge solutions.
- Qualifications: 5+ years in customer experience, preferably 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 Maidstone employer: The Change Partners - Global talent specialists for a connected world
Join an iconic Travel brand that prioritises exceptional customer experiences and fosters a collaborative work culture. As a Customer Experience Manager, you will benefit from a dynamic environment that encourages innovation and personal growth, while working alongside passionate professionals dedicated to enhancing the passenger journey. With a focus on employee development and a commitment to excellence, this company offers a unique opportunity to make a meaningful impact 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 Maidstone
✨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 passion for the travel industry! When you get the chance to chat with potential employers, share your insights on improving customer journeys. This will demonstrate your commitment and understanding of the sector.
✨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 Maidstone
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Experience Manager role. Highlight your experience in managing physical touchpoints and any relevant metrics you've used to improve customer journeys. We want to see how your background aligns with our needs!
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 in the travel industry. Share specific examples of how you've improved customer satisfaction in previous roles, and don’t forget to mention your collaborative spirit!
Showcase Your Metrics Knowledge:Since we love data-driven decisions, make sure to include any performance metrics you've worked with, like NPS or CSAT scores. This will show us that you understand how to measure success and drive improvements in customer experiences.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
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 brand's current offerings and identify areas for improvement. This will show your potential employer that you're not just interested in the role, but also passionate about enhancing customer experiences.
✨Showcase Your Cross-Functional Collaboration Skills
Be prepared to discuss examples of how you've worked with different teams in the past. Highlight any successful projects where you collaborated with operations, marketing, or technology. This will demonstrate your ability to navigate a fast-paced environment and work effectively with various stakeholders.
✨Bring Data to the Table
Since the role involves utilising performance metrics, come armed with examples of how you've used data to drive improvements in customer experience. Whether it's NPS, CSAT, or customer feedback, showing that you can leverage data will set you apart from other candidates.
✨Stay Ahead of Industry Trends
Research the latest technologies and best practices in customer experience within the travel sector. Being knowledgeable about innovations can help you suggest fresh ideas during the interview, proving that you're proactive and forward-thinking.
