Global Manager Customer Experience Design

il y a 1 semaine

Bruxelles, Région de Bruxelles, Belgique Radisson Hotel Group - Corporate Office - Brand Experience & Quality Temps plein

Radisson Hotel Group is one of the world's largest hotel groups with nine distinctive hotel brands, and more than 1,600 hotels in operation and under development in 120 countries.

The Group's overarching brand promise is Every Moment Matters with a signature Yes I Can service ethos.

We are looking for a Global Manager Customer Experience Design to join our team.

The Global Manager Customer Experience Design will be:

  • 1. Responsible for the design of the customer experience by researching and understanding consumer insight and guest feedback, identify consumer insights that support their recommendations. He/she will assure that the designed Experience across every touch point of the guest journey is aligned to the individual hotel brands DNA and guest expectations with the overall goal to increase guest satisfaction and business growth. Engage existing and influencing future consumers through the products and experience provided across our estate.
  • Responsible for continuously challenging the status quo, having a 'Think Big' approach mindset. Researching, recommending and driving future innovation to positively impact the Guest Experience.

Key roles and responsibilities:

  • Managing the definition, development, evolution and implementation of experience design across all brands including the experience development of Resorts, Serviced Apartments and Spa concepts.
  • Lead strategic initiatives that cut across multiple organizational areas to establish a unified Guest Experience policy such as Radisson Meetings and IR related projects
  • Ensure that the Guest Experience development aligns seamlessly with the unique DNA of each hotel brand to establish a strong brand differentiation across all RHG brands
  • Manage the evolution and localisation of the Guest Experience, based on market trends, customer feedback (Quality reports, Social listening, Market trend reports, Insight reports). Be the voice of the customer in the organisation.
  • Lead internal evangelism efforts ensuring that corporate and hotel teams fully understand and support our experience strategy and conduct training programs to inspire and educate teams on effective execution of Experience initiatives.
  • Ensure internal education and awareness regarding the role of Guest Experience. Participate in and contribute to committees related to customer experience, serving as a key stakeholder within the organization.
  • Foster collaboration with cross-functional departments on a global scale, including Branding, Quality, Marketing, HR, Responsible Business, PR & Communications, Operations, Revenue Management, Sales, Design & Technical Services, Business Development etc.

We are looking for:

  • Good organizing & analytic skills
  • Creativity and solution minded
  • Strong project management abilities; capable of prioritizing and handling multiple projects simultaneously, under tight time constraints and within budget parameters
  • Proactive, business view opportunities skills
  • Customer oriented
  • Global outlook
  • Autonomy and high feeling of responsibility
  • Results driven
  • Team player
  • Good communication skills

Job requirements and qualifications:

Minimum education:
University degree in Business, Marketing or Engineering

Minimum experience:

  • At least 5 years within a brand, guest experience or marketing function, including at least 3 in a similar position in a dynamic and FMCG having been involved in setting and executing promotional projects
  • Professional experience in corporate hospitality, travel industry, online retail or media agency will be a plus
  • Digital knowledge will be a plus
  • Used to working alone and coordinating with other departments
  • Demonstrated ability to lead and succeed in a crossfunctional, global, matrix organization

Language skills:
Fluent (both written and spoken) in English required, knowledge of additional languages are an added-value

Others:
Openness to travel

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