**Experienced Full Stack Customer Experience Leader – Strategic Planning & Operations for arenaflex**
About arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our guests' expectations. As a leader in the entertainment industry, we're committed to creating unforgettable memories for our visitors. Our team is dedicated to providing best-in-class service, innovative solutions, and a culture of creativity, collaboration, and innovation.Job Summary
We're seeking an experienced and visionary leader to join our arenaflex team as the Vice President, Customer Experience. As a key member of our leadership team, you'll be responsible for driving strategic changes to enhance our customer service procedures, implementing new customer strategies, and setting customer satisfaction goals. You'll lead the integration with key functional partners, including Operations, Technology/Digital, Revenue Planning & Optimization, Revenue Management & Analytics, Finance, Marketing Strategy, and the Marketing and Sales Centers of Excellence.Responsibilities
As the Vice President, Customer Experience, you'll be responsible for:- Driving the arenaflex Customer Experience efforts to improve the simplicity of a arenaflex vacation
- Integrating with key partners (e.g. Operations, Pricing, Tech & Digital, etc.) to improve the sales and booking experience for both our guests and our cast members
- Setting strategies for, and leading the operation of arenaflex Contact Centers, which consists of 2,000+ cast members responsible for promoting brand value for arenaflex
- Operating as an expert in understanding, maintaining, and increasing the customer service, consistency, and quality levels at arenaflex
- Leading the development and sustainability of customer/guest standards and measurements to drive consistency and world-class service
- Collaborating with executive leadership to develop and meet company goals while supplying expertise and guidance on operations and systems
- Quickly assessing and evaluating new business initiatives that maximize revenue growth and OI
- Accountable for the operating income produced by arenaflex Travel Company, responsible for identifying continuous improvement opportunities that drive incremental value
- Strategic planning related to consumer direct sales and how it is optimized within the mix of sales channels (e.g. trade and digital) in order to deliver the best customer experience, reduce the need for incremental contacts, and maximize average order value
- Balancing a bias-for-action with thoughtful planning to ensure initiatives are commercially viable and drive the highest value
- Engaging diverse perspectives to plan and integrate experiences and goals that connect and align with our diverse customers
- Leading business segment vision, planning, and implementation to continually raise the bar on customer experience
- Analyzing and assessing ongoing business performance, needs, risks, and opportunities and evaluating solutions to address gaps in forecast or competitive marketplace
- Managing complex projects with minimal direction to identify opportunities to maximize efficiency, find new approaches, and champion innovation
- Assisting in the identification of training and developmental opportunities for leaders and cast members in pursuit of continuous improvement
- Supporting cross-functional teams in scenario-planning for revenue growth and optimization strategies
- Championing a culture of creativity, collaboration, diversity, and innovation
Basic Qualifications
To be considered for this role, you'll need:- Minimum of 10 years progressive leadership experience, including 5+ years as an executive, preferably in operations, brand management, and strategy, advertising, promotions, public relations, and/or direct marketing
- Deep expertise in Theme Park and/or Resorts industries with a passion for and knowledge of the Rooms/Resorts, Foods/Beverage, and Theme Park/Admission Operations
- Proven leadership capabilities within a matrix organization, especially the ability to lead large teams
- Ability to build strategic alliances/relationships within and outside the arenaflex organization
- Demonstrated ability to lead and drive work across cross-functional teams
- Demonstrated ability to influence partners and senior leadership with a collaborative and solution-oriented approach
- Demonstrated effectiveness as an inspirational leader with strong written and verbal communication skills, including the ability to deliver presentations with poise, confidence, and authentic style
- Demonstrated business acumen working with P&L and annual operating plans
- Demonstrated effectiveness for critical thinking and ability to challenge the status quo
- Proven ability to lead a team of highly capable leaders, anticipating the quickly changing business landscape and inspiring and aligning the team around a clear, achievable vision
- Creative, passionate, and innovative thinker – excited about the possibilities of the future
- Ability to communicate complex ideas and craft concise recommendations
- Proven ability to establish relationships, trust, and credibility and follow through on decisions while fostering an inclusive, positive, and empowering culture and work environment
- Experience in driving complex initiatives and integrating diverse perspectives
- Proven ability to manage a large volume of work effectively and efficiently, prioritizing continually to ensure business results are achieved
- Possess an entrepreneurial spirit and ability to drive effective risk-taking
- Ability to work well with a variety of business partners and diverse stakeholders
Required Education
You'll need to have a Bachelor of Science degree in Marketing, Business, or an equivalent field.Preferred Education
An MBA or Advanced degree is preferred.What We Offer
As a member of our arenaflex team, you'll enjoy:- A competitive salary and bonus structure
- A comprehensive benefits package, including medical, dental, and vision insurance
- A 401(k) matching program
- Generous paid time off and holidays
- Opportunities for professional growth and development
- A dynamic and inclusive work environment
- Access to cutting-edge technology and tools
- A collaborative and supportive team culture