The Executive Manager, Customer Experience reports to the Chief Operations Officer. The selected candidate will lead our customer engagement programs and support the implementation of innovative approaches to research, customer engagement, and customer satisfaction measurements that create improved value for the Company and enhanced customer experiences.

Key Deliverables:

• Conducts research to understand key concerns and issues to inform the review and enhancement of customer delivery models;

• Reports on industry and international trends and recommends metrics and SLAs for delivery of high customer service standards;

• Executes all strategic and planned tactical customer related projects and activities across the network;

• Leads the evolution of metrics to meet emerging needs as the business scales;

• Ensures the development and maintenance of policies, procedures and SLAs to entrench the appropriate customer centric behaviours and service delivery to achieve targeted customer retention rates across the network;

• Develops, monitors and reviews performance reports and service performance trends including Customer NPS survey scores, Customer Satisfaction Scores and Customer Effort Scores against the goal and recommends specific actions as needed;

• Identifies opportunities for enhanced service delivery through online and e-services, and through the application of social media, mobile apps and other technology, to optimise customer experience;

• Builds and maintains relationships with internal and external airport authorities, suppliers and service providers in order to maximise the delivery of customer services;

• Collaborates with internal stakeholders to ensure that employees, service providers and suppliers are compliant with all regulatory requirements and operational quality standards, ensuring the safety and security of our customers;

• Provides leadership and management of the Customer Experience teams to maintain customer relationships, resolve customer queries and process claims where necessary;

• Monitors and evaluates public and customer sentiments on Caribbean Airlines’ Social Media accounts, guiding the Social Media Agents on the appropriate responses to queries or disruptions;

• Resolves issues related to negative customer experiences and submit proposals to support changes;

• Approves the settlement of claims in conformity with the applicable policies, operating standards and company objectives;

• Prepares and manages the annual budget for the Unit and provides monthly variance reports;

• Uses social media spaneting tools such as Hootsuite to influence people across Caribbean Airlines Social Media Accounts and executes faster resolution for customers who have reached out on social media; and

• Oversees CAL bespoke Customer Relationship Management software to efficiently track customer claims, rewards and communicate with effectively with all customers.

REQUIRED EDUCATION & EXPERIENCE:

You must possess a Bachelor’s degree in Business Administration or Marketing, with a post-graduate related qualification, and a minimum of eight (8) years of management experience in a customer service environment. You must demonstrate experience in CSM/CRM Systems and customer service-focused product development and an established track record of performance. An understanding of customer segmentation data science is an asset.

You will have strong project management competencies and the ability to manage diverse and dispersed teams. A proficiency with major social media platforms and management tools is essential. You must possess and demonstrate excellent communication, networking and problem-solving skills. You will be a highly motivated individual who is respectful, mature in decision making and possess cultural awareness and sensitivity.

Suitable Applicants will be subject to Pre-employment Medical, including Drug and Alcohol testing and a full Criminal Security and Background Investigation.

Please submit your application via https://careers.caribbean-airlines.com by completing a profile and attaching an up-to-date resume and copies of your academic certificates.

Applications not received via the above CAL Career portal will not be acknowledged.

The closing date for receipt of all responses is 30 April, 2025 at 11:59 PM