Project Management Office

Overview

We are seeking a

Project Management Office

with a focus on Customer Experience to oversee the planning, execution, and completion of projects aimed at enhancing the customer experience across all touchpoints. The role requires a strategic thinker with a strong understanding of customer needs, project management principles, leadership, and the ability to drive cross-functional teams toward successful project outcomes. Responsibilities

Project Planning & Management : Develop and manage detailed project plans, timelines, and budgets. Define project scope, objectives, and deliverables in alignment with business goals. Coordinate with cross-functional teams to ensure project milestones and deliverables are met on time, within budget and successful project execution. Identify potential project risks and develop mitigation strategies. Organize workshops to support the implementation of new business initiatives, effectively communicating project objectives and benefits to stakeholders. Lead, mentor and support project team members to enhance performance and professional growth. Relationship Management & Customer Experience Strategy : Collaborate with internal teams and maintain positive relationships with clients to align project goals with the overall customer experience strategy. Facilitate the onboarding process for new clients, aligning project goals with client expectations. Analyze customer feedback and data to identify areas of improvement and implement solutions. Ensure that all projects are designed and executed with a customer-centric approach. Process Optimization : Evaluate and enhance implementation processes to improve efficiency and effectiveness. Develop and implement frameworks to enhance business performance and scalability. Identify best practices and implement process improvements. Encourage innovation and adaptability within the team. Stakeholder Management : Act as the primary point of contact for stakeholders, providing regular updates on project progress. Collaborate with cross-functional teams to embed change initiatives and facilitate communication between departments to align project goals and expectations, to ensure successful project execution. Prepare and present project status reports to Senior Management. Engage with customers to gather insights and feedback to inform project development. Performance Monitoring & Reporting : Track project performance against key metrics and deliverables. Continuously monitor and assess project progress to proactively resolve challenges. Conduct post-project evaluations to identify successes and areas of improvement. Recommend and implement process improvements to enhance project efficiency and customer satisfaction. Compliance & Quality Assurance : Implement quality control measures to uphold project excellence. Ensure all projects comply with corporate policies, industry regulations, and quality standards. Foster a collaborative and results-driven work environment, ensuring accountability and productivity. Job Requirements

Bachelors degree in Project Management, Business Administration, or a related field. 5+ years of experience in project management, with a focus on customer experience, customer service, or related areas. Proven track record of successfully managing and delivering customer-focused projects. Strong organizational and time management skills. Excellent communication and interpersonal skills. Ability to work collaboratively with clients, colleagues, and suppliers. Proficiency in project management tools and software. Analytical thinking and problem-solving skills. Attention to detail and a commitment to delivering high-quality work. Strong understanding and knowledge of the travel industry and destination, including popular attractions, accommodations, transportation options, and travel trends. Exceptional interpersonal and communication skills with the ability to engage with customers effectively, actively listen to their needs and provide appropriate recommendations. Proficient in travel booking systems and software, as well as general computer skills. Detail-oriented with excellent organizational and multitasking abilities to manage multiple customer inquiries and travel bookings simultaneously. Ability to thrive in a fast-paced and target-driven environment, while maintaining a high level of professionalism and integrity. Possesses a growth mindset, demonstrating positivity and proactiveness. Strong leadership skills, inspiring and motivating others to achieve success.

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