Senior Customer Experience Specialist - El Gouna

The Senior Customer Experience (CX) Specialist will take a lead role in driving CX strategy, implementing digital transformation initiatives, and owning customer analytics & service improvement projects. The role requires strong analytical skills, CRM expertise, leadership in cross-functional projects, & a data-driven mindset to enhance El Gouna's customer journey. Key Responsibilities

1.CX Strategy & Customer Journey Optimization

-Lead customer journey mapping and drive process enhancements based on feedback & analytics

-Implement proactive engagement strategies to enhance customer retention and loyalty

-Own key CX initiatives and drive continuous service improvements across departments

-Ensure CX initiatives milestones are in line with targeted due dates

2.Advanced CRM & Digital Transformation

-Oversee CRM optimization, automation, and integration across lead generation, handover and living phases

-Implement AI-driven customer engagement tools, chatbots, and self-service solutions

-Work closely with IT & digital teams to enhance CX technology adoption.

3.Customer Analytics & Insights

-Own NPS, CSAT, CES tracking, identifying service gaps & developing actionable insights

-Develop predictive analytics models to anticipate customer needs & complaints before escalation

-Present insights and strategic CX recommendations to senior leadership

4.Project & Stakeholder Management

-Lead cross-functional CX projects in collaboration with digital & service teams.

-Drive culture change by championing CX best practices across departments.

5.CRM & Digital Adoption: Increasing automation & self-service usage

6.Operational Efficiency: Reducing customer complaints & service resolution time

7.CX Project Impact: Measurable improvements in customer journey pain points

Knowledge, Skills and Experience

• Bachelor s degree in Business Administration or a relative field

3 to 5 years of experience in CRM management, customer service or analytics

Strong knowledge of customer journey mapping, service design, and CX innovation

Advanced proficiency in CRM tools: Microsoft Dynamics is preferred

Strong analytical skills: Power BI is preferred

Project management & stakeholder engagement experience

Proficiency in Microsoft Office

Ability to lead cross-functional projects and drive CX transformation initiatives