Experienced Full Stack Customer Experience Leader – Strategic Planning & Operations

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key member of our leadership team, the Vice President, Customer Experience will play a pivotal role in shaping the future of our customer-centric approach. If you're a seasoned leader with a passion for driving innovation and excellence, we want to hear from you.

About arenaflex

arenaflex is a global leader in the entertainment and hospitality industry, renowned for its commitment to delivering unforgettable experiences to our guests. With a rich legacy of innovation and a passion for excellence, we're constantly pushing the boundaries of what's possible. Our team is dedicated to creating a culture of creativity, collaboration, and innovation, where every individual can thrive and make a meaningful contribution.

Job Summary

As the Vice President, Customer Experience, you'll be responsible for leading our Travel Operations team at the Disney Central call centers, with a focus on delivering an exceptional end-to-end customer experience. You'll work closely with key functional partners to develop and implement effective customer service procedures, drive strategic changes to enhance cast member capabilities, and set customer satisfaction goals. Your expertise will be instrumental in shaping our customer experience strategy, driving business growth, and fostering a culture of innovation and excellence.

Responsibilities

* Drive the arenaflex Customer Experience efforts to improve the simplicity of a Walt Disney World vacation

• Integrate 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
• Set strategies for, and lead the operation of Disney Central Contact Centers, which consists of 2,000+ cast members responsible for promoting brand value for the Walt Disney Company
• Operate as an expert in understanding, maintaining, and increasing the customer service, consistency, and quality levels at Disney
• Lead the development and sustainability of customer/guest standards and measurements to drive consistency and world-class service
• Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on operations and systems
• Quickly assess and evaluate new business initiatives that maximize revenue growth and OI
• Accountable for the operating income produced by Walt Disney 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
• Balance a bias-for-action with thoughtful planning to ensure initiatives are commercially viable and drive the highest value
• Engage diverse perspectives to plan and integrate experiences and goals that connect and align with our diverse customers
• Lead business segment vision, planning, and implementation to continually raise the bar on customer experience
• Analyze and assess ongoing business performance, needs, risks, and opportunities and evaluate solutions to address gaps in forecast or competitive marketplace
• Manage complex projects with minimal direction to identify opportunities to maximize efficiency, find new approaches, and champion innovation
• Assist in the identification of training and developmental opportunities for leaders and cast members in pursuit of continuous improvement
• Support cross-functional teams in scenario-planning for revenue growth and optimization strategies
• Champion a culture of creativity, collaboration, diversity, and innovation

Essential Qualifications

* 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

* Bachelor of Science degree in Marketing, Business, or equivalent field

Preferred Education

* MBA or Advanced degree

What We Offer

* Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Job! Apply for this job