Customer Experience Lead at Bedrock Residences

Job Summary

• We are seeking a Customer Experience Lead to design, drive, and optimize customer and guest experiences across all business units.
• The role focuses on delivering consistent, high-quality, and brand-aligned service while improving customer satisfaction and operational efficiency.

Key Responsibilities

• Develop and implement CX strategy to improve customer satisfaction and service quality
• Enforce CX standards, policies, and SOPs across all business units
• Drive revenue by achieving conversion targets (70-100%)
• Map, monitor, and optimize end-to-end customer journeys to improve retention
• Oversee feedback channels and ensure prompt resolution of complaints

Requirements

• Bachelor's Degree in Business Administration or related field
• Minimum 7 years experience in CX, guest relations, or service delivery (hospitality preferred)
• Prior supervisory or leadership experience required
• Proficiency in CRM and feedback tools is an added advantage
• Strong emotional intelligence, stakeholder management, and problem-solving skills.