Customer Experience Manager - El Gouna

Role Summary

The Customer Experience Manager is responsible for designing, governing, and continuously

improving the end-to-end customer journey across all touchpoints within the destination. The role

combines customer strategy, operational excellence, digital transformation, service design,

analytics, and cross-functional leadership to ensure customer needs are translated into measurable

business improvements.

The role acts as the voice of the customer across the organization, partnering with Development,

Property Management, Community Care, Marketing, Sales, Hospitality, Technology, and

Operations to drive customer satisfaction, loyalty, operational efficiency, and long-term value

creation.

Key Responsibilities

• Develop and execute the Customer Experience strategy.

• Design and optimize end-to-end customer journeys.

• Lead Voice of Customer programs (CSAT, NPS, CES, surveys, sentiment analysis).

• Build executive dashboards and customer insight reports.

• Own CX requirements for CRM platforms and digital products.

• Lead customer innovation initiatives including AI, self-service and advocacy programs.

• Partner cross-functionally with Development, Property Management, Marketing, Sales, Hospitality,

Legal, IT and Operations.

• Define customer-facing processes and governance frameworks.

• Lead cross-functional CX projects from concept through implementation.

• Represent the customer in executive decision-making.

• Design service standards and communication frameworks.

• Drive continuous improvement through root-cause analysis and operational enhancements.