Customer Experience Manager – Corporate HQ

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Meliá Hotels International is a world leader in leisure hotel management, operating over 390 hotels in more than 40 countries across 4 continents. With a strong commitment to innovation, sustainability, and exceptional guest experiences, we continually strive to set new benchmarks in hospitality. Our corporate headquarters are the heart of our operations, driving strategy and ensuring our global brands deliver on their promise of excellence.

Descripción del Trabajo

As the Customer Experience Manager at our Corporate HQ in Benidorm, you will be instrumental in shaping and enhancing the overall customer journey across all Meliá brands. You will be responsible for defining, implementing, and monitoring customer experience strategies that align with our global vision and uphold our commitment to excellence. This role requires a strategic thinker with a passion for customer satisfaction, data-driven decision-making, and the ability to inspire cross-functional teams to deliver unparalleled service. You will analyze customer feedback, identify pain points, and lead initiatives to optimize every touchpoint, ensuring a seamless and memorable experience for our guests worldwide. This is an on-site position based at our corporate headquarters in Benidorm.

Responsabilidades Clave

• Develop and execute comprehensive customer experience strategies aligned with business objectives.
• Analyze customer feedback, market trends, and competitive landscape to identify opportunities for improvement.
• Lead cross-functional teams to design and implement customer journey improvements, from digital interactions to on-property experiences.
• Establish and monitor key performance indicators (KPIs) for customer satisfaction and loyalty.
• Conduct regular audits of customer touchpoints to ensure consistency and quality.
• Champion a customer-centric culture across the organization through training and communication initiatives.
• Collaborate with Marketing, Operations, IT, and Sales teams to integrate CX initiatives seamlessly.
• Prepare and present reports on CX performance, insights, and recommendations to senior management.
• Manage and optimize customer feedback platforms and tools.
• Stay updated with the latest CX trends, technologies, and best practices.

Habilidades Requeridas

• Proven experience (5+ years) in Customer Experience management, preferably within the hospitality or service industry.
• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.
• Excellent project management and organizational abilities.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in CRM software and CX analytics tools.
• Demonstrated ability to lead and motivate cross-functional teams.
• Fluent in English and Spanish (written and spoken).
• Bachelor's degree in Business Administration, Marketing, Hospitality Management, or a related field.

Cualificaciones Preferidas

• Master's degree or relevant certification in Customer Experience (e.g., CCXP).
• Experience with global brand management.
• Knowledge of additional European languages.
• Proven track record of driving significant improvements in customer satisfaction metrics.

Ventajas y Beneficios

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits package.
• Employee discounts on Meliá Hotels International stays worldwide.
• Opportunities for professional development and career advancement.
• Dynamic and international work environment.
• Generous paid time off and holidays.
• On-site facilities and employee events.

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