Director - CX & Satisfaction - Asset Management

Description

ROLE PURPOSE

Embed an operational CX lens across QIC's core assets and own B2C sales performance at asset level, ensuring customer experience standards, guest feedback, and revenue-generating touchpoints are translated into day-to-day operations.

WHAT THE ROLE ENTAILS

•      Provide operational input into CX strategy, customer journey design, and CX programs across core assets

•      Translate CX objectives and standards into operational requirements, guidelines, and initiatives for asset operating teams

•      Own B2C sales performance across asset touchpoints — ticketing, upsell and cross-sell, in-asset conversion, and digital sales channels

•      Lead implementation of CX programs and projects across core assets and on-ground operations

•      Oversee CX and sales-behaviour training for asset frontline teams to ensure consistent service delivery

•      Capture and analyze customer feedback across surveys, digital channels, and frontline touchpoints

•      Monitor CX and B2C sales performance through reporting, site visits, and quality assurance activities

•      Coordinate resolution of asset-related customer inquiries, complaints, and service issues

•      Identify recurring CX gaps and lead operational improvement plans to enhance customer satisfaction and conversion

Requirements

•      Experience in customer experience, service excellence, or customer satisfaction management within attractions, entertainment, or hospitality assets

•      Proven B2C sales or commercial experience — ticketing, memberships, upsell, or in-venue revenue

•      Strong understanding of customer journey design, CX standards, service quality, and frontline service delivery

•      Ability to translate CX strategies and sales targets into operational requirements across assets

•      Experience in customer feedback analysis, reporting, performance monitoring, and quality assurance

•      Clear communication and training coordination skills

•      Strong stakeholder management skills — coordinating between QIC, asset operators, and commercial teams

•      Strong problem-solving skills