Customer Experience Manager

The role of the Customer Experience Manager is to assist the Customer Experience (CX) Management team in the smooth running of front-of-house services, to be an exemplary role model to other members of staff - to coach and guide them and to provide a friendly, efficient and knowledgeable service to all our customers.

**Key Responsibilities**

Customer Service Operations
- To maintain a professional and pro-active attitude at all times and promote high standards of service.
- Responsible for ensuring the proper upkeep and appearance of public areas in line with providing a first-class experience.
- Ensures that safety measures and emergency evaluation guidelines are adhered to and in place during performances/ events.
- To support relevant departments in customer services coordination for all events taking place in all the performing and hospitality venues particularly, Relationship Management, Programming and Venue Partnership.
- Management of Customer Feedback including proactive and prompt response to customer enquiries, resolve problems, service recovery on-site as well as operational issues with external business partners.

General Management to support Customer Services operations
- To ensure that the highest standards of service delivery, staff productivity and department efficiency are maintained in the day-to-day operations.
- To develop and implement jointly with Head, Customer Experience, a Crisis Management Plan
- To conduct daily briefing to keep team updated on performance-related matters, information and issues affecting the centre, review of incidents and events so as to ensure that all service staff are able to carry out their duties effectively and are empowered to make decisions.
- To oversee overall day to day operations and ensure smooth and consistent delivery of standards set and expected of the team.

Planning and budgeting
- To assist Head, Customer Experience on planning and tracking of the department budget including all overheads/expenses and casual labour costs, equipment maintenance and capital acquisitions.
- Assists with coordination, planning and execution of assigned projects within set timeline.

Staff Deployment & Management
- To motivate, coach and monitor performance and ensure staff welfare.
- Through leading by positive example, ensure that staff (including casuals) are well presented, welcoming, friendly and pro-active in their roles.
- To establish an effective operational duty structure and ensures that staff deployment meets service deliverables in all areas and for all events at all times.

Administrative Support
- Management of Usher Registration System (URS) & Manpower Requests
- Customer Relationship Management (CRM)
- Manpower & Roster Planning
- Prepares CAPEX and Approval papers.
- Following up on Incident Reports when necessary

**Key Requirements**
***
- Tertiary qualifications or equivalent qualifications with experience
- At least 3 years customer service or event management experience at supervisory level (minimum 5 years’ customer service experience)
- Excellent customer services skills.
- Customer-focused with the ability to lead others.
- An eye for detail
- The ability to work under pressure while maintaining a positive and flexible attitude.
- Ability to multi-task.
- Good interpersonal and communication skills.
- Ability to adapt and respond swiftly to challenges.
- Both a team player and able to work with on own initiative with minimum supervision.
- Effective decision-making skills.
- Ability to develop & set service standards
- Proficient in spoken English and a second language
- Proficient in the use of Microsoft suite of Office Applications
- Required to work irregular / shift hours.

The role of the Customer Experience Manager is to assist the Customer Experience (CX) Management team in the smooth running of front-of-house services, to be an exemplary role model to other members of staff - to coach and guide them and to provide a friendly, efficient and knowledgeable service to all our customers.

**Key Responsibilities**

Customer Service Operations
- To maintain a professional and pro-active attitude at all times and promote high standards of service.
- Responsible for ensuring the proper upkeep and appearance of public areas in line with providing a first-class experience.
- Ensures that safety measures and emergency evaluation guidelines are adhered to and in place during performances/ events.
- To support relevant departments in customer services coordination for all events taking place in all the performing and hospitality venues particularly, Relationship Management, Programming and Venue Partnership.
- Management of Customer Feedback including proactive and prompt response to customer enquiries, resolve problems, service recovery on-site as well as operational issues with external business partners.

General Management to support Customer Services operations
- To ensure that the highest standards of service delivery, staff product