Customer Development | Customer Experience & Hospitality (CE&H Team)

Job description

Role & responsibilities Experience & Hospitality Excellence Delivery Drive implementation of defined customer experience and hospitality standards across assigned projects and touchpoints, ensuring consistent service quality and customer experience. • Standards & SOP Development Support creation, documentation, implementation and continuous improvement of Customer Interaction Standards, Hospitality Standards, People Standards, SOPs, service scripts and customer-facing practices. • Training & Capability Building Deliver structured training, coaching, refreshers and on-the-job interventions covering customer handling, hospitality mindset, grooming, communication, service behaviours and customer-first thinking. • People Standards & Service Culture Reinforce expected service behaviours and hospitality practices across customer-facing teams and support development of a consistent customer-first culture. • Customer Journey Observation & Improvement Regularly observe customer interactions and experience touchpoints,identify friction points and opportunities and recommend practical interventions that improve the overall customer journey. • Experience Audits & Standards Assurance Conduct structured experience and service audits, identify gaps, maintain action trackers and work with relevant teams to drive measurable improvement. • Customer Feedback & Service Recovery Capture customer feedback and frontline observations, identify recurring concerns and support teams in delivering timely, professional and customer-focused service recovery. • Training Effectiveness & Certification Track application of learning after training, assess capability gaps, support certification and recommend coaching or refresher interventions to translate learning into visible behavioural change. • Cross-Functional Coordination & Closure Work closely with Sales, Marketing, CRM, CSD, Facilities and project teams to implement experience initiatives, resolve service gaps and drive agreed actions through closure. • Hospitality & Partner Performance Monitor relevant hospitality services and partners for service quality, presentation, consistency and adherence to defined standards while supporting opportunities for greater efficiency. • Benchmarking & Best-Practice Implementation Support benchmarking, pilots and implementation of successful experience and hospitality practices across projects. • Performance Tracking & Reporting Maintain experience, training and improvement trackers, analyse recurring trends and provide structured updates to support informed decisions and continuous improvement. Qualifications: - • Bachelor’s degree in hospitality management, Hotel Management, Airport & Airline Management, Business Administration, Tourism or a related discipline. • 4-5 years of relevant experience in hospitality, hotels, airlines, guest experience, customer service or other service-led industries. • Experience in a premium/luxury hospitality or customer-facing environment preferred. • Hands-on experience in guest/customer experience, hospitality and service operations. • Exposure to training, coaching, service standards, SOPs and capability development preferred. • Experience working with cross-functional teams and multiple locations/projects will be an advantage. • Real estate experience is not mandatory.