Customer Experience Manager – El Gouna

About the role

The Customer Experience Manager will design, govern and continuously improve the end‑to‑end customer journey across all touchpoints within the El Gouna destination. This role blends customer strategy, operational excellence, digital transformation, service design, analytics and cross‑functional leadership to turn customer insights into measurable business improvements.

Key responsibilities

• Develop and execute the overall Customer Experience strategy.
• Design, map and optimise end‑to‑end customer journeys.
• Lead Voice of Customer programmes, including CSAT, NPS, CES, surveys and sentiment analysis.
• Build executive dashboards and insight reports for senior leadership.
• Define CX requirements for CRM platforms and digital products.
• Drive innovation initiatives such as AI‑enabled self‑service and advocacy programmes.
• Partner with Development, Property Management, Marketing, Sales, Hospitality, Legal, IT and Operations to embed CX across the organisation.
• Establish customer‑facing processes, governance frameworks and service standards.
• Lead cross‑functional CX projects from concept through implementation.
• Represent the customer in executive decision‑making and continuous‑improvement activities.

Required profile

• Proven experience leading customer experience strategy and transformation initiatives.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent cross‑functional collaboration and stakeholder management skills.
• Leadership capability to drive projects and influence senior decision‑makers.

Required skills

• CRM platforms
• Artificial Intelligence (AI) applications for customer service
• Analytics and data‑driven insight generation