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Vice President, Guest Experience & Service Excellence

Wildlife Reserves SingaporeSingapore, Singapore, SG

30+ days ago

Job type

Permanent

Job description

Mandai Wildlife Group is dedicated to caring for the planet and protecting animals and nature. Conservation education is intrinsic in all interactions with the Group, to inspire action for a healthier world.

Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renown wildlife parks which connect visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore’s Central Catchment Nature Reserve, that will integrate five wildlife parks with distinctive nature-based experiences, green public spaces and an eco-friendly resort.

Mandai Wildlife Group advocates for biodiversity, contributes leading wildlife research, develops innovative solutions to promote living sustainably, and collaborates with conservation partners in Singapore and Southeast Asia.

The Group provides funding and in-kind support to Mandai Nature for conservation work across Southeast Asia.

Mandai X is the growth accelerator and venture building arm of Mandai Wildlife Group that sparks, catalyses and accelerates innovative ventures in completely new domains that drive growth and impact at scale.

We are seeking an experienced and visionary leader who is passionate and committed to delivering immersive, memorable and exceptional guest experiences and standards. The successful candidate will be responsible for developing and executing strategies to ensure that every guest interaction reflects our commitment to omnichannel experience excellence and inspires guests to value and protect wildlife.

Serving as the internal voice of the customer, this is a critical role with a unique opportunity to champion guest centricity and lead the reimagining and evolution of our guest experience strategies as we transform from a collection of wildlife parks to an integrated wildlife precinct – Mandai Wildlife Reserve.

Main Duties and Responsibilities :

As part of the Transformation Division, and reporting directly to the Deputy CEO Transformation & Growth, this role will consist of the following responsibilities :

Guest Experience Strategy and Experience Design

Jointly conduct in-market research and analysis to understand guests' needs and identify emerging trends and opportunities, harnessing the insights to design new experiences, and improve existing ones.
Define and implement a comprehensive omnichannel guest experience strategy aligned with Mandai Wildlife Group’s purpose and vision.
Lead the experience design function to innovate and create seamless omnichannel guest experiences across all touch points.
Develop guest personas and journey maps for various customer segments, and guide the experience delivery for new attractions / features and solve innovation problem statements.
Develop the guest experience dashboard and KPIs, tracking and analysing performance to measure success, and using data-driven insights to continuously improve and optimise the guest journey.
Collaborate closely with cross-functional teams, including operations, product, sales & marketing, and life sciences to ensure a seamless guest experience across all touchpoints and initiatives are efficiently implemented and sustained.

Guest-Centric and Innovation Culture Champion

Champion and instil a guest-centric culture ensuring that all employees consider guest satisfaction in their roles, especially across key guest touchpoints.

Lead by example, demonstrating a deep commitment to guest satisfaction and cultivating a customer-first mindset.

Champion the adoption of human centric design thinking principles and methodologies across the organisation to drive innovation and problem solving.

Establish and facilitate workshops, training session, and brainstorming activities to encourage a design-centric mindset and skills among employees.

Develop and deliver employee recognition programmes and initiatives to encourage, celebrate and reward guest centricity and innovation behaviours.

Service Excellence and Customer Care

Develop and implement customer care strategies to deliver best in class support and services to our guests at the Mandai contact centre.

Provide leadership and support to the contact centre team in managing guest servicing issues, and to achieve and exceed KPIs.

Drive the adoption of cutting-edge technologies to continue improving productivity and guest satisfaction for this key touch point.

Establish and monitor service standards, guidelines, and best practices to maintain consistent and exceptional guest interactions.

Team Management and Development

Build and lead a high-performing Guest Experience Management team, fostering a culture of excellence and continuous improvement.

Provide guidance, mentorship, and support to team members, promoting personal and professional growth and development.

Requirements :

At least 15 years of experience in omni-channel guest experience management in hospitality, attractions, or other related industries.

Demonstrated strong track record in developing and implementing guest experience strategies with measurable impactful outcomes in guest satisfaction.

Exceptional people leader with the ability to build, inspire and nurture teams to achieve excellence across the organisation.

Deeply passionate about guest service and excellence, with extensive knowledge and applications in human-centric methodologies such as design thinking, and experience design.