General Manager, Customer Experience


Jersey City, NJ

Industry: Hospitality & Recreation


11 - 15 years

Posted 167 days ago

This job is no longer available.

Role: General Manager, Customer Experience

Reporting to: Chief Operating Officer

Location: Jersey City, New Jersey


Direct reports:

  • Product Director, Member Channels
  • Manager Customer Support ? Digital
  • Analytics & Reporting Lead
  • Business Process Optimization

Functional reports: Research

  • UI/UX
  • Business Analysts
  • Works closely with: Product Management
  • Global Sales Leaders
  • Product Engineering

Role Purpose

The GM, Customer Experience will leverage customer insights through end to end feedback to reimagine, modernize and digitize our member experience with a goal of driving member/client engagement, improved utilization and retention while ensuring optimal operating efficiency.

Role Responsibilities

  • Build/lead a team to design the customer experience including the member app, live chat and other digital products to elevate the customer experience.
  • Leveraging NPS, research data and end to end member journeys to systematically refine/enhance members multi channelexperience across the full life cycle (e.g on-boarding, first usages, repeat utilization etc)
  • Provide thought leadership and manage international teams on digital and client-driven technology products and process development an deployment.
  • Devise, implement and manage regional strategies with a particular focus on digital and engagement to deepen customer portfolio and deliver profitable revenue growth.
  • Be the go-to person for client driven technology requests and which may extend beyond digital platforms. 
  • Support the sales teams globally in response to digital / technology product solutions RFP's/RFI's. Work with regional sales teams to determine and set client expectations on potential technology solutions.
  • Clearly define and articulate product requirements, rally the team and collaborate with internal partners and external vendors to ensure end-to-end products delivery and support throughout the product lifecycle.
  • Work closely and manage development teams to communicate the product vision, write user stories, business requirements specification, clarify use cases, requirements and resolve issues arising during development.
  • Identify any potential enhancement to the system solutions during the requirements gathering stage of development projects.
  • Evaluate selection of technology vendors / system solutions in collaboration with Group IT, taking into account existing technology capabilities, the need for innovation, sustainability and scalability to support our business.
  • Institutionalise a culture of developing and delivering market-leading customer experiences across all touch-points, working with clients and the regions to understand customer perceptions and expectations of our service delivery.
  • Establish metrics for defining the relationship with customers, technologies and channels

Required Skills and Knowledge

  • Customer first mentality, having the mind-set and toolbox to understand what customers need and want, not just with what we deliver customers today, but also what we could delight them with tomorrow.
  • Experience building global digital platforms across mobile, social and data assets
  • Digital thought leadership experience in a consumer environment
  • Solid relevant experience in product development and management with digital products
  • Experience in agile/SCRUM development practice environment
  • Experience in deploying and implementing mobile solutions and consumer facing online/web solutions would be a strong advantage. Possess a deep, holistic understanding of the mobile user experience. An ability to guide, provide direction and feedback on mobile platforms, modern web and user experience design, graphics, layout and transitions.
  • Strong technical knowledge, problem solving and business analysis skills
  • Strong project management skills and proven track record of implementing large skill projects to completion
  • Demonstration of leading an analysis work stream for system solutions to support new products or a large programme involving aspects of business process change
  • Proven leadership and people management skills. Strong track record in building, managing and motivating a team
  • Prior development experience with Salesforce and automated marketing platforms

Required Competencies

  • Possess a unique blend of business and technical savvy; a big-picture vision and the drive to make that vision a reality
  • Ability to multi-task and prioritise to aggressive deadlines
  • Results oriented approach with a "can-do" attitude
  • Passion for continuous improvement and innovation
  • Demonstration of attitude which generates high level of trust and teamwork between various global colleagues
  • Effective communication
  • Work well within a matrix organization structure

Required Work Experience/Knowledge

  • Minimum 10 - 15 years' experience in Product Development roles with strong digital consumer experience.
  • Knowledgeable in technology and digital platforms
  • Prior experience managing content marketing, digital platforms and data and analytics
  • Exposure to agile development processes
  • Geographical awareness and cultural sensitivity

Required Qualifications

  • Bachelor's Degree

Required Languages

  • Excellent oral and written English language skills
  • Other languages are also highly desirable

Travel Requirements

  • Frequent Global Travel required