Shangri-La International Hotel Management Ltd.

We are hiring a key member of the global Operational Performance team based out of Hong Kong. You will be responsible for designing guest experiences, developing and monitoring the governance of operating and brand standards across the enterprise. Responsible for the data analytics management, driving and supporting the brand and other operational teams to continuously improve guest and colleague satisfaction levels.

As an Assistant Vice President, Customer Experience, we rely on you to:

• Manage the centralize customer experience data and be the governing body of the different sources of data in order to establish insightful, usable and meaningful customer experience data to drive improvements in guest and colleague experiences
• Be the gate keeper / initiator of all customer related surveys, targeted studies (VOC Research Centre)
• Partners with the Brands team to co-design brand standards into customer experiences ensuring that all brands are equally represented
• Support development and closely collaborating with relevant departments on company-wide operational initiatives, SOPs Drives the organizational alignment and accountability for successful outcomes of brand initiatives with the market, and other functional areas
  

We are looking for someone who has:

• A minimum of 4 years’ experience in customer experience
• Corporate and unit work experience
• Experience in designing luxury hospitality experiences
• Experience in statistical, analytical and research skills
• Strong communication skills - has the ability to align cross-functional teams around brand priorities and build brand culture
• Strong project management skills - ability to define, scope and lead projects from start to finish.