Head of Customer Experience and Brand – Crafting Unforgettable Experiences Across arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences that leave a lasting impression. As a leading player in the hospitality industry, we're committed to pushing the boundaries of innovation and excellence. We're now seeking a seasoned professional to join our team as the Head of Customer Experience and Brand, responsible for shaping the essence of our Premium brands and elevating the customer journey to new heights.

About arenaflex

arenaflex is a global hospitality leader, dedicated to creating unforgettable experiences for our guests. With a rich history spanning over a century, we've grown to become one of the largest hospitality groups in the world, with a diverse portfolio of brands that cater to diverse tastes and preferences. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted partner in the industry.

Key Responsibilities

As the Head of Customer Experience and Brand, you'll play a pivotal role in operationalizing brand platforms across customer journeys, ensuring that every interaction reflects the unique personality and promise of our Premium brands. Your key responsibilities will include:

• Defining and documenting key moments in the customer journey to ensure they're actionable, viable operationally, and measurable
• Collaborating with brand managers to operationalize brand platforms and customer journeys
• Developing and deploying customer experience standards aligned with brand identity, at the scale of several establishments or regions
• Working closely with Compliance, Audit, and Operations teams to ensure rigorous measurement and application of standards
• Transforming complex concepts into clear and actionable guidelines, with attention to detail and a focus on excellence
• Communicating effectively with stakeholders, influencing project outcomes, and managing projects to ensure successful delivery

Requirements

To succeed in this role, you'll need:

• 8 to 12 years of progressive experience in the hospitality industry, with a solid expertise in hotel operations, customer experience, or brand standard implementation
• Proven success in defining, writing, and deploying customer experience standards aligned with brand identity, at the scale of several establishments or regions
• Excellent knowledge of hotel operations, particularly on how brand standards translate into daily services
• Confirmed experience in collaboration with Compliance, Audit, and Operations teams to ensure rigorous measurement and application of standards
• Attention to detail, with the ability to transform complex concepts into clear and actionable guidelines
• Proven communication, influence, and project management skills
• International vision, intercultural sensitivity, and passion for creating exceptional customer experiences
• University degree in hospitality, commerce, or related field; a Master's degree is an asset
• English proficiency required; knowledge of other languages is an asset

Benefits

As a valued member of the arenaflex team, you'll enjoy a range of benefits that reflect our commitment to your well-being and career growth. These include:

• ALL - Heartist Program: Unforgettable stays and experiences in all arenaflex establishments and with our partners around the world
• Heartist for Good Program: Join forces with your preferred association among those proposed on our volunteer platform (1 day off per year per the Group on your working time)
• Social and Economic Committee (CSE): Support for financing your cultural and sporting activities
• Sustainable Mobility Allowance: Up to €700 for the use of 'green' transportation modes, or 50% reimbursement of the Navigo Pass (public transportation subscription)
• Restaurant vouchers: €10
• Mandatory health insurance: Taken over by arenaflex, without additional cost in case of subscription of your dependents
• Attractive working conditions: Collaborative spaces, restaurants, relaxation areas, and sports facilities

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to your career growth and development. As a member of our team, you'll have access to a range of learning benefits, including:

• Training and development programs: Designed to enhance your skills and knowledge, with a focus on customer experience, brand management, and leadership development
• Mentorship and coaching: Opportunities to work with experienced professionals who can guide and support your career growth
• Networking opportunities: Access to a global network of hospitality professionals, with opportunities to connect and collaborate with colleagues across the industry

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace, where diversity and creativity are celebrated. Our company culture is built on a foundation of innovation, excellence, and customer satisfaction. As a member of our team, you'll enjoy a range of benefits, including:

• Collaborative spaces: Designed to foster creativity and collaboration, with flexible workspaces and state-of-the-art technology
• Restaurant and relaxation areas: Opportunities to take a break and recharge, with access to a range of dining options and relaxation areas
• Sports facilities: On-site fitness centers and sports facilities, with opportunities to stay active and healthy

Conclusion

If you're a seasoned professional with a passion for customer experience and brand management, we'd love to hear from you. As the Head of Customer Experience and Brand at arenaflex, you'll have the opportunity to shape the essence of our Premium brands and elevate the customer journey to new heights. Join our team today and discover a world of possibilities. Apply for this job