Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

As part of the 5 year plan focus on improving Guest & Loyalty Satisfaction, this role leads the development & execution of the Radisson Hotel Group Customer Care Strategy, working closely and in a cross functional way with the different departments/areas/hotels/external partners and Contact Center teams. Through specific projects and analytical KPIs (internal and vs competitors), this position will ensure that all the processes & policies are in place to guarantee a full guest satisfaction when interacting with our company/hotels for any potential issue/complaint, providing a consistent customer experience throughout the whole customer journey. The Manager will also support the Contact Centre teams (including Radisson Rewards Premium/VIP lines), not only in terms of Trainings but also Guidelines, Daily Support and Budget Management with the external partner. 

Roles/Responsibilities

Customer Care Strategy:

• Further evolve the Customer Care Strategy at Radisson Hotel Group and guest centric philosophy, analyzing best practices within the industry – and other best practice Industries with high focus on client services and aligned with our values and global needs.
• Implement the developed strategy to assure guest satisfaction and loyalty, managing the interactions with our Guests via the different channels, using effective problem-solving processes, using CRM, CSA (Complaint Management Tool), Guest Feedback platforms and Bi as key tools to understand guest historical data and define correspondent KPIs.

Guest Journey Analysis:

• Understanding the most effective way to listen to the Guests feedback and complaints through all the different potential channels (web, social media, reviews pages, call center, Hotels, etc.).
• Assuring consistent Customer Care experience throughout the whole customer journey and prioritizing by level of urgency and severity of the potential issue and aligned with nowadays digital customer behavior.

Complaints Management:

• Identifying and implementing clear and efficient Policies & Procedures to follow in case of guest complaints during the guest journey, and via all the different direct and indirect channels.
• Working closely with the RHG Contact Centers and Hotels, making sure that the company policies & trainings are perfectly executed to meet the guest expectations & satisfaction.
• Implementation and execution of the Complaint Management Tool and Compensation Policy, a tool and policy to be able to connect and manage all the different channels where the guest can make a complaint. Work with internal departments, external partners and IT team to implement integrations with the Complaint Management Tool.
• Point of contact for Executive Committee team for escalated complaints to handle and resolve.

KPIs & Analytics to constantly measure/improve performance:

• Identifying Customer Care KPIs and Targets to measure the Guest Satisfaction related to the Customer Care interactions, to be constantly shared at internal level with the different stakeholders.
• Work with the Analytics team to constantly review Bi Dashboards to remain relevant for the business (Hotels, Corporate Offices, Managing Directors).

Think Globally, Act Locally

• Listening and involving the different Area offices and Hotels to assure the full implementation of the Customer Care Strategy – understanding spaces of improvements to adjust.
• Sharing and summarizing best practices/needs to the Global Experience Committee

Contact Centre Management – Customer Care & Radisson Rewards Premium/VIP lines:

• Annual Costs/Budget management
• Crisis management support in case of top severity complaints

Competencies & skills requirements 

• Experience in highly Services oriented industry with a good knowledge of Customer Care / Services strategy
• Ability to manage and gain alignment across highly complex matrix organization
• Strong project management abilities; capable of prioritizing and handling multiple projects simultaneously, under tight time constraints
• Flexible, proactive, can-do mentality.
• Strong operational and communication skills (verbally and written)
• Strength in structured and logical thinking, problem solving, issue resolution
• Quality & Customer Centric approach
• Analytical skills to manage performance figures and Budget control
• Autonomy and high feeling of responsability

Job requirements & qualifications:

Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

As part of the 5 year plan focus on improving Guest & Loyalty Satisfaction, this role leads the development & execution of the Radisson Hotel Group Customer Care Strategy, working closely and in a cross functional way with the different departments/areas/hotels/external partners and Contact Center teams. Through specific projects and analytical KPIs (internal and vs competitors), this position will ensure that all the processes & policies are in place to guarantee a full guest satisfaction when interacting with our company/hotels for any potential issue/complaint, providing a consistent customer experience throughout the whole customer journey. The Manager will also support the Contact Centre teams (including Radisson Rewards Premium/VIP lines), not only in terms of Trainings but also Guidelines, Daily Support and Budget Management with the external partner. 

Roles/Responsibilities

Customer Care Strategy:

• Further evolve the Customer Care Strategy at Radisson Hotel Group and guest centric philosophy, analyzing best practices within the industry – and other best practice Industries with high focus on client services and aligned with our values and global needs.
• Implement the developed strategy to assure guest satisfaction and loyalty, managing the interactions with our Guests via the different channels, using effective problem-solving processes, using CRM, CSA (Complaint Management Tool), Guest Feedback platforms and Bi as key tools to understand guest historical data and define correspondent KPIs.

Guest Journey Analysis:

• Understanding the most effective way to listen to the Guests feedback and complaints through all the different potential channels (web, social media, reviews pages, call center, Hotels, etc.).
• Assuring consistent Customer Care experience throughout the whole customer journey and prioritizing by level of urgency and severity of the potential issue and aligned with nowadays digital customer behavior.

Complaints Management:

• Identifying and implementing clear and efficient Policies & Procedures to follow in case of guest complaints during the guest journey, and via all the different direct and indirect channels.
• Working closely with the RHG Contact Centers and Hotels, making sure that the company policies & trainings are perfectly executed to meet the guest expectations & satisfaction.
• Implementation and execution of the Complaint Management Tool and Compensation Policy, a tool and policy to be able to connect and manage all the different channels where the guest can make a complaint. Work with internal departments, external partners and IT team to implement integrations with the Complaint Management Tool.
• Point of contact for Executive Committee team for escalated complaints to handle and resolve.

KPIs & Analytics to constantly measure/improve performance:

• Identifying Customer Care KPIs and Targets to measure the Guest Satisfaction related to the Customer Care interactions, to be constantly shared at internal level with the different stakeholders.
• Work with the Analytics team to constantly review Bi Dashboards to remain relevant for the business (Hotels, Corporate Offices, Managing Directors).

Think Globally, Act Locally

• Listening and involving the different Area offices and Hotels to assure the full implementation of the Customer Care Strategy – understanding spaces of improvements to adjust.
• Sharing and summarizing best practices/needs to the Global Experience Committee

Contact Centre Management – Customer Care & Radisson Rewards Premium/VIP lines:

• Annual Costs/Budget management
• Crisis management support in case of top severity complaints

Competencies & skills requirements 

• Experience in highly Services oriented industry with a good knowledge of Customer Care / Services strategy
• Ability to manage and gain alignment across highly complex matrix organization
• Strong project management abilities; capable of prioritizing and handling multiple projects simultaneously, under tight time constraints
• Flexible, proactive, can-do mentality.
• Strong operational and communication skills (verbally and written)
• Strength in structured and logical thinking, problem solving, issue resolution
• Quality & Customer Centric approach
• Analytical skills to manage performance figures and Budget control
• Autonomy and high feeling of responsability

Job requirements & qualifications: