Director – Customer Experience & Programming

Primary responsibilities:

• Develop and lead customer experience strategies aligned with brand and business goals
• Design and implement innovative guest programs across culture, wellness, culinary, and sustainability
• Set and maintain high customer experience standards across all properties
• Use guest feedback and data to enhance satisfaction and loyalty
• Guide hotel teams with frameworks and training to ensure consistent program delivery
• Collaborate across departments and with external partners to amplify brand impact
• Promote a culture of innovation and continuous improvement through data-driven insights
• Integrate sustainability and community engagement into guest experiences
• Mentor and support property teams to elevate performance and service quality

Job Requirements:

• Proven experience in customer experience, branding, or guest programming, ideally in hospitality or lifestyle sectors
• Strategic thinker with a strong grasp of translating brand vision into guest experiences
• Skilled in project management and leading cross-functional initiatives
• Creative mindset with a passion for storytelling and guest engagement
• Strong leadership with team training and mentoring experience
• Excellent communication and collaboration across teams and partners
• Data-driven, with ability to interpret guest feedback and performance metrics
• Open to travel for on-site program implementation and support

Company’s Culture

Fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – Proud to belong and to contribute”

Confidentiality

Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.