Customer Experience Manager

Job Summary

We are recruiting an experienced and strategic Customer Experience Manager to oversee the organization's functions.

The Customer Experience Manager will be responsible for ensuring that customers have an enjoyable, seamless, and memorable experience at the organization.

The role involves overseeing customer service operations, managing customer complaints and feedback, improving service delivery, supervising customer-facing employees, and ensuring high standards of hospitality across all business units.

The successful candidate will develop strategies to improve customer satisfaction, encourage repeat visits, strengthen customer relationships, and enhance the overall reputation of the organization

The Key Requirements

Customer Experience Management:

Develop and implement strategies to improve customer satisfaction and service delivery.

Ensure customers receive friendly, professional, and timely assistance.

Monitor the entire customer journey, from enquiries and bookings to arrival and departure.

Ensure consistent service standards across all recreational, entertainment, food, and beverage areas.

Identify service gaps and recommend improvements to management.

Create initiatives that encourage customer loyalty and repeat patronage.

Customer Service and Complaint Resolution:

Handle escalated customer complaints and resolve issues promptly and professionally.

Establish an effective system for receiving, recording, and responding to customer feedback.

Monitor customer reviews, enquiries, and complaints across social media and other communication channels.

Ensure customer concerns are addressed appropriately.

Maintain a customer feedback database and prepare regular reports.

Team Supervision and Training:

Supervise customer-facing staff, including front desk personnel, attendants, and customer service representatives.

Train employees on customer service standards, communication, professionalism, and conflict resolution.

Monitor staff attitude, appearance, punctuality, and service delivery.

Conduct regular performance assessments and provide coaching where necessary.

Promote a customer-focused culture across the organisation.

Customer Engagement and Retention:

Develop customer engagement and loyalty programmes.

Coordinate customer appreciation initiatives, promotions, and special experiences.

Build positive relationships with regular customers, corporate clients, and event organisers.

Identify opportunities to improve customer retention and increase referrals.

Work with the marketing team to promote customer engagement activities.

Service Quality and Operational Coordination:

Conduct regular inspections of customer service areas to ensure cleanliness, organisation, and readiness.

Collaborate with the Operations Manager to ensure recreational facilities and equipment are available and functional.

Work with the Food and Beverage team to maintain quality service standards.

Ensure customer enquiries and bookings are properly managed.

Monitor waiting times and recommend measures to improve service efficiency.

Ensure customer safety concerns are promptly escalated to the appropriate department.

Reporting and Performance Monitoring:

Prepare weekly and monthly customer experience reports.

Track customer satisfaction levels and service delivery performance.

Analyse customer feedback and identify recurring complaints.

Recommend strategies for improving service quality and customer retention.

Report major customer service issues and operational concerns to management.

Requirement

Bachelor's degree or HND in Business Administration, Hospitality Management, Marketing, or a related field.

Minimum of 3–5 years' experience in customer service, hospitality, entertainment, or service management.

Previous experience supervising customer-facing teams.

Strong knowledge of customer relationship management and service quality standards.

Excellent verbal and written communication skills.

Strong complaint-handling, negotiation, and conflict-resolution abilities.

Good organisational and problem-solving skills.

Proficiency in Microsoft Office and customer relationship management tools.

Ability to work flexible hours, including weekends and public holidays.

Key Competencies:

Customer relationship management.

Excellent communication and interpersonal skills.

Leadership and team supervision.

Conflict resolution and problem-solving.

Service quality management.

Emotional intelligence and patience.

Attention to detail.

Organisation and time management.

Customer engagement and retention strategies.

Minimum qualifications

BA/BSc/HND

How to apply

Interested and qualified candidates should send their updated CV to: frontdeskellasot@gmail.com using the Job Title as the subject of the email.

Note: Only candidates resident in Port Harcourt will be considered.

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