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Regional Customer Experience Manager

1 month ago

Hanoi, Vietnam Mad Monkey Hostels Full time

**MAIN SCOPE AND PURPOSE**:
To ensure the smooth and highly effective performance of the Customer Experience Managers and Customer Experience Representatives. Through aligned recruitment, training, revenue maximisation and people management.

Building strong relationships of leadership internally and with suppliers by ensuring Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity and Family spirit have visibility within the business.

**Main duties and responsibilities**:
Attracting, recruiting and managing CEMs and CERs.-
Integral part of the Operations team and executes management initiatives.-
Consults with hostel General Managers, Regional Operations Manager, Regional HR Manager and Regional Operations Director to define requirements to recruit, train and develop our teams and future talent.-
Oversees and executes training and development to ensure competence and a consistent and documented path of progression for all team members.-
Manages the customer journey and looks for ways to enhance the experience whilst being commercially minded.-
Innovating and implementing new events and tours and ensuring the events and tours are executed to a high consistent standard.-
Creating and updating interactive activities within the hostel for customers amusement and entertainment.-
Drives conversion of honest reviews from satisfied guests.**Recruitment and Onboarding**Manages the end to end recruitment process with the support of Regional HR team.-
Ensures succession planning and movement of CEL and CER positions across locations is executed in a timely manner.-
Manages the issuance of contracts, fixed term or otherwise, with the assistance of Regional HR team.-
Manages all new starter paperwork completion and compliance (insurance, working visa, etc) with the assistance of Regional HR team.-
Ensures all CEL and CERs are fully inducted in the Mad Monkey culture and KPIs and expectations including revenue are set, communicated and formally followed up.**Performance**Praise and high five team - highlights good qualities (socializing, engagement, energy etc).-
Is an inspiring and awesome role model to all.-
Always taking responsibility for the welcome session - a unique concept within Mad Monkey that means a lot to our customers.-
Ensures communication is clear and honest with the GMs, the good, bad, and the ugly-
Operates and over delivers in line with KPIs.-
Builds KPIs to reward good performance and support/ manage under performers.-
Manages weekly performance of CELs and CERs. Cross reference weekly results and commissions to ensure correct payouts, and report the results to appropriate teams.-
To manage performance in conjunction with the General Managers, Regional Operations Manager and Regional Human Resources Manager.-
Manages performance through a defined GM feedback model and complete performance reviews as necessary.-
Manages the end to end probationary process, supporting the GMs, Regional Operations Manager and Regional Human Resources Manager.-
Monitors online reviews, shot sales per hostel location and upselling performance.-
Monitors personal name mentions via social media platforms and rewards accordingly and drives increases in reviews.**Commercial Management**:
Reviews and analyses current tours, experiences and activities value to the business, margins achieved and proposes/costs out new and engaging alternatives.-
Builds strong relationships with tour operators and other external service providers.-
Creates feedback model for trips, activities and tours to measure success and effectiveness.-
Work with Marketing Manager and Global Customer Experience Director in analyzing success of events based on external factors, flights, boats arriving per day, weather, day of the week, vibe etc. Establishing correlation of events versus days of the week/month.-
Plans and structures, on point events and activities in advance and communicates special offers and prices.-
Effective management of playlists across hostel locations and sustain the hostel vibe throughout the day and night.-
Targets team to drive sales through tours, food and beverage.-
Actively provides and encourages team to create Instagram and Facebook worthy content to share with Marketing Manager.-
Creates departmental budgets and tracks expenses ensuring alignment with budget and SOPs.-
Authorisation of approval processes; overtime, holiday and absence requests, ensuring maximum flexibility and effective cost management. Ensures wage cost is in line with budget/revenue expectations.-
Generally, be alert for opportunities to improve the profitability and cost saving of the operations.**Forward thinking**:
Making sure that you together with the CELs and CERS are continually making a significant influence in creating an awesome environment.-
Going above and beyond for customers.-
Make an effort to stay in touch with new CELs/CERs in other locations, work as a team by offering that little extra to our guests (letting other CELs/CERs kno