Manager, Customer Experience

Newark, NJ, NJ
Full Time
Manager/Supervisor

· Develop, implement, and oversee a comprehensive Customer Experience (CX) strategy.

· Collect and manage all of the CX-related data and integrate them into a cohesive CX analysis for actionable insights.

· Create informative reports based on data analytics and present them to executives and other relevant user groups.

· Manage and improve the company-wide Key Performance Indicator (KPI) dashboard.

· Manage and improve the regular reporting (annual, quarterly, monthly, weekly) to track and communicate the state of CX in the terminal and oversee progress on actions.

· Develop and deliver a training program for all terminal stakeholders to enhance their understanding and commitment to CX principles.

· Collaborate with the Port Authority of New York and New Jersey and all teams within Munich Airport NJ to foster a customer experience-focused working environment.

· Manage the company’s ideas pool in collaboration with the subject-matter experts from the individual departments.

· Manage the established ASQ (Airport Service Quality) committee as a vehicle to strive for a world-class ASQ scoring of Terminal A.

· Lead the efforts to maintain the Terminals 5-star Skytrax rating.

· Provide weekly updates during the company’s communication meetings to ensure consistent and effective information sharing.

The base salary range for this role is $94,000 to $124,000. Base salary is part of our total rewards package which also includes the opportunity for annual salary increases and bonuses.  Employees are eligible for them and eligible dependents to enroll in medical, dental, vision and Employee Assistance Plan (EAP) benefits as of DAY 1.  Employees are also eligible for our 401(k) plan, which includes a company match, after six months of service.  The employer also provides life and disability insurances and leaves provided in line with NJ and federal law. Our robust time-off policy includes paid time off and 12 paid holidays. Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education and other factors permitted by law.
 

Munich Airport US Holding and it's subdivision Munich Airport NJ LLC are equal opportunity employers.

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