Customer Experience Manager West&Southern Europe - Melià Hotels International Milano

Customer Experience Manager West&Southern Europe - Melià Hotels International
Milano
Lombardia, Milano

Area: Customer Experience Location: Milano, IT "The world is yours with Meliá" Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family. Discover some of the benefits we offer: My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages. My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle. MISSION : Enhance the reputation and positioning of regional hotels in the market as revenue drivers, supporting the Customer Experience Senior Manager in the vision of making the Brands and the Customer the focus of action of the different business areas. What will you have to do? Leads the Area Customer-Centric strategy by systematically extracting value from the Voice of the Customer: analysing preferences, reputation, market positioning and the impact of plans and investments, moving the organisation to higher levels of excellence and implementing the Customer Journey Map methodology. Regionalisation and implementation of brands in the different regions while ensuring brand integrity and speed in implementation throughout the region. Manages the alignment of the portfolio in the area to each brand, supporting rebranding, unbranding and investments to guarantee brand consistency. Represents brands in franchised hotels, conducting Brand Audits and validating action plans to achieve the objectives of the franchisee. Manages the opening, rebranding and disaffiliation processes for the area of Product, Attributes and Intangibles. Participate in certain strategic Brand Vision processes, providing a vision of the region, trends and competitors. Responsible for achieving annual objectives (quality tools) by hotel and brand in its Area. Proposes and implements action plans to achieve financial and non-financial objectives in each business unit to achieve the levels defined in the customer experience. Coordinates the implementation of brand standards in each of the hotels in its Area. Communicates and coordinates the implementation of Brand Manuals (Identity, Signage, Attributes, Operations and Guides) in hotels in the Area. Coordinates and ensures that each of the hotels in the area have developed SOPs according to brand guidelines. Validates the business-unit action plans to achieve brand objectives with regard to Mystery Guests. Communicates and coordinates the implementation and acquisition of OS&E for brands in each of the hotels. Manages the correct start-up of attributes and products in opening processes based on the briefing agreed in the project. Leads the rebranding process at the product level in all areas to bring projects to the desired positioning. Supports the correct implementation in business units of Brand Management Guidelines. Ensures compliance with budgets in the area with the Business units. What we are looking for: Previous experience in a similar role managing the Customer Experience departments of several hotels simultaneously. Degree in Tourism & Hospitality. Fluency in English and Italian; the knowledge of another language would be a plus. At Meliá we are all VIP Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want. Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally. We promote our commitment to equality and diversity , avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company. Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is " Towards a sustainable future, from a responsible present ". Thanks to all our collaborators, we make it possible. If you want to be " Very Inspiring People ", follow us on: J-18808-Ljbffr