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Experience Director
1 week ago
As Experience Director - Strategic Partnerships at Trip ADeal, you will play a pivotal role in leading the company's customer-focused strategies and driving exceptional customer experiences across all channels. With a strong focus on innovation, collaboration, and results-driven outcomes, this full-time permanent position reports directly to the Chief Executive Officer and oversees a passionate team of up to 7 direct reports, with an indirect impact on up to 100 colleagues.
About the Role
We are seeking an experienced leader who can develop and execute customer-centric strategies that align with the company's overall vision and business objectives. Key responsibilities include:
- Building and maintaining strong relationships with key customers, partners, and stakeholders to ensure exceptional customer satisfaction and loyalty
- Developing and managing forecasts, budgets, and performance metrics, providing regular updates to senior leadership and executives
- Ensuring seamless integration and collaboration between marketing, customer contact centers, and digital teams to create a unified customer experience
- Staying abreast of industry trends and best practices, continuously seeking innovative approaches to improve Total Transactional Values (TTV) and Departed Revenue
- Developing and implementing brand strategies to strengthen brand positioning, awareness, and reputation in the market
- Overseeing the management of digital assets, ensuring an optimised and personalised customer experience while increasing conversion and engagement
- Driving a customer-centric digital strategy by leveraging customer data and feedback to improve the digital journey and enhance engagement
- Leading efforts to enhance customer service through setting and managing SLAs, ensuring the contact centre meets or exceeds customer service performance benchmarks
About You
To be successful in this role, you will possess:
- Postgraduate qualifications in Customer Experience, Sales, Marketing, or a related discipline
- A minimum of 10 years in executive management roles, demonstrating leadership and direction to teams
- A proven track record of driving long-term growth, entering new markets, and achieving targets in fast-paced environments
- Strong leadership experience in customer-focused roles, with oversight of marketing, digital, and customer service functions
- Proven expertise in digital products, including website management, UX/UI design, and customer engagement platforms
- Exceptional communication, interpersonal, and stakeholder management skills
- Ability to lead cross-functional teams and drive results in fast-paced environments
- Strong background in customer experience strategy development and implementation
About Us
Trip ADeal is a travel company dedicated to making travel dreams come true. Our mission is to deliver quality travel experiences that are easily accessible and hassle-free. As a member of our team, you will have access to a range of benefits, including a competitive salary package, training and career progression opportunities, a fun and casual work environment, and more.
