Head - Customer Experience

- You will be responsible for leading a dedicated support team, building service frameworks, managing escalations, and ensuring consistent delivery of high-quality support across all customer-facing channels.

- Utilize automation and AI to personalize guest interactions and streamline support processes.

- Oversee support across all channels (voice, email, chat, social media) to ensure consistent, high-quality service.

- Monitor and enhance key service metrics like CSAT, FTR, and TAT.

- Work closely with Sales, Marketing, Operations, and Digital teams to ensure a seamless customer experience