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Vice President, Customer Experience

Company: Delaware North
Location: Buffalo
Posted on: November 22, 2021

Job Description:

The OpportunityDelaware North is hiring a Vice President, Customer Experience, to join our Guestpath team at our Global Headquarters in Buffalo, New York. As Vice President, Customer Experience, you will lead and develop an integrated guest experience practice, drive a guest-focused culture, identity areas of guest experience improvement, measure and report on guest insights, and lead the implementation of key strategic initiatives driven by guest feedback insightsResponsibilities

  • Implement a consistent approach to gather customer and associate feedback across all touchpoints such as in-store, online, call center, home services, social media, mobile, email.
  • Set up end-to-end processes and systems to measure and analyze feedback, and draw insights to identify customer experience gaps and opportunities.
  • Make guest feedback actionable, by setting up a process to address issues in real-time as well as owning and leading the implementation of key cross-functional strategic initiatives to address those gaps.
  • Identify key guest experience metrics to be measured across all channels, targets, and reporting mechanisms to assess performance, identify trends, and help the company deliver a superior guest experience.
  • Establish a governance structure and provide regular updates to executive leadership and publish a scorecard with key metrics, insights, and updates on guest experience initiatives.
  • Manage, develop and coach a central guest experience team that is responsible for the creation, prioritization, coordination, and execution of guest experience initiatives.
  • Develop social media guest experience processes and procedures for handling social media guest communications for the teams responsible for responding to guest issues communicated via social media channels.
  • Develop a dashboard to communicate guest feedback in real-time for the entire organization, especially the support center as well as store managers, district managers, and regional vice-presidents, for example.Qualifications
    • BA/BS degree required; Master s degree preferred.
    • A minimum of 10 years of related experience, experience in hospitality is not required but a plus.
    • Demonstrate a maturity of judgment and presence which facilitates confidence.
    • Shows superior relationship-building and influencing skills.
    • Exhibits a personal reputation for impeccable integrity; above reproach ethics, and a positive attitude.
    • Demonstrates an organized and thorough approach to work; able to work effectively under pressure and handle a heavy workload.
    • Proven ability to work with diverse stakeholders, manage competing agendas and priorities, and translate complex
    • information across internal and external audiences.
    • Proven ability to work with the highest level of senior executives and media personnel.
    • The ability to travel up to 40% of the time.Who We AreAt Delaware North, you ll love where you work, who you work with, and how your day unfolds. Whether it s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer. Associated topics: b2e, bi, business intelligence, business management, guest, intelligence, sales, strategic, strategy, transaction

Keywords: Delaware North, Buffalo , Vice President, Customer Experience, Other , Buffalo, New York

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