Associate Director - Customer Experience

Description:

Role: Associate Director - Experience/ CEG

Experience: 10 - 15 Years

Location: Gurgaon/ Gurugram

Industry: Real Estate - Co working

Education: Bachelors degree in business, Hospitality, or a related field; masters degree preferred.

Role Summary:

The Associate Director - Experience will lead the member experience strategy across touchpoints in the city's Suites spaces. This role drives client engagement and satisfaction through innovative programs, team leadership, and cross-functional collaboration to cultivate a strong sense of belonging.

Knowledge & Skills Required:

- Excellent planning and organizational skills to manage multiple programs concurrently

- Delivery-focused mindset to implement changes and clarify ambiguities

- Strong interpersonal and communication skills to lead and motivate teams

- Preferred industry: Co working or Hospitality / Hotels

Key Responsibilities:

- Lead, mentor, and manage a team of experience managers and community associates to deliver exceptional client service.

- Design and oversee programs, initiatives, and events that enhance community, collaboration, and networking among members.

- Collect, analyze, and act upon member feedback to continuously improve the experience.

- Collaborate closely with marketing, operations, and sales teams to align initiatives with wider business strategies.

- Manage budgets for member experience initiatives, ensuring cost-effective execution without compromising quality.

- Define and monitor KPIs to measure success of the experience programs, reporting outcomes and insights to leadership.

- Serve as a brand ambassador, ensuring the client experience reflects the companys mission and values.