Client Experience Manager

Job Summary

Seeking a highly motivated Client Experience Manager for a full-time remote position, who will lead a team of coordinators, manage high-priority client accounts, and resolve escalated guest concerns with a focus on delivering exceptional service to corporate clients.

Key responsibilities

• Lead, coach, and develop a team of Client Experience Coordinators while monitoring performance against KPIs
• Build and maintain relationships with key corporate account stakeholders, serving as the primary contact for strategic accounts
• Manage escalated guest and client concerns, driving resolution and providing proactive communication throughout the process

Required qualifications

• 3+ years of experience in customer service, hospitality, or account management
• 3+ years of people management experience with a team of five or more direct reports
• Demonstrated success in handling complex customer issues requiring cross-functional collaboration
• Exceptional written and verbal communication skills
• Experience managing escalations and delivering service recovery solutions