Customer Experience Design Manager
1 mese fa
Il Customer Experience Design Manager è una figura con consolidata esperienza nel business del Travel e Hospitality, ed avrà la responsabilità di definire una strategia organica di formulazione delle proposte di soggiorno, con una visione Customer Centric.
In particolare, si occuperà di: Definire una strategia di disegno/creazione delle proposte prodotto, operando in ottica di centralità del cliente, che colleghino in modo coerente gli aspetti di: Esperienza legata alla struttura fisica e ai servizi interni Esperienze esterne legate al territorio Definire degli standard di proposte che contengano degli elementi identitari aziendali coerenti con la Brand Identity e che possano essere applicati su tutte le strutture ricettive del Gruppo, conferendo loro una riconoscibilità unica verso il cliente; Fare valutazioni di scouting di servizi ed esperienze per ampliare e/o valorizzare le proposte, selezionando anche provider esterni, collegati agli ambiti Food, Pet, Mobility, Sport, Entertainment, Welness, Kids, etc…..; Svolgere attività di benchmark e analizzare il possibile impatto verso il cliente e costi/benefici delle diverse esperienze da inserire nelle proposte, proponendo alla Direzione le soluzioni che più si adattano alla strategia aziendale, agli obiettivi economici, ai valori e alla Brand Identity; Fare valutazioni strategiche sul costo/beneficio di internalizzare o avere in outsourcing le diverse tipologie di servizi ed esperienze e proporre alla Direzione la soluzione più efficace, attraverso Business cases; Osservare le tendenze di mercato e mantenere sempre aggiornate le proposte, inserendo tutti gli elementi di tendenza e cercando di anticipare i trend; Lavorare a stretto contatto con i colleghi dell'Area Marketing fornendo analisi e input al fine di creare delle campagne di Comunicazione che possano valorizzare al meglio le proposte nel loro complesso; Lavorare a stretto contatto con i colleghi dell'Area Commerciale al fine di definire le linee guida di ingaggio e contatto con i potenziali clienti e di garantire un approccio e una modalità di relazione in grado di valorizzare al meglio le proposte nel loro complesso; Lavorare a stretto contatto con i colleghi dell'Area Operation al fine di garantire un servizio verso il cliente in grado di valorizzare al meglio le proposte di soggiorno nel loro complesso e di misurare la Customer Satisfiction relativa ad ogni servizio/esperienza acquistata dal cliente, oltre che della valutazione complessiva del soggiorno; Monitorare il successo dei pacchetti proposti e delle singole iniziative/esperienze al fine di poterne valutare il livello di attraction sul cliente e la customer satisfaction e proporre eventuali modifiche/azioni correttive.
Requisiti: - passione e un forte desiderio di trasformare e influenzare l'esperienza del cliente; - più di otto anni di esperienza nel settore Travel/Soggiorni (plus se nel settore open air); - una laurea in Economia, Marketing, Comunicazione e affini; - un'ottima conoscenza della lingua inglese La figura ideale è una persona con le seguenti caratteristiche: - una chiara visione strategica dell'evoluzione del business Open Air - forti capacità interpersonali e di lavoro di squadra - motivazione ed entusiasmo che ispirano fiducia e favoriscono il cambiamento - stimolata dalle sfide e a proprio agio in situazioni in rapido cambiamento - Desiderosa di mettere in campo le proprie capacità di leadership per fare la differenza Pensi di essere la persona giusta?
Ecco cosa ti offriamo: - Inquadramento commisurato all'esperienza - Crescita professionale Are hu ready?
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