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Head of Customer Experience (m/f/x)

Ref.Nr.: TOP-2022-004944





Online Bewerben

Aya Nasser
Talent & Culture Recruiter

FTI Touristik GmbH
Landsberger Str. 88
80339 München
Jobs by FTI auf Facebook

FTI Touristik GmbH is the third largest tour operator in Germany and Europe. We offer the full range of tours and travel modules - for every requirement and to 120 destinations around the world. We pursue our ambitious goals with great enthusiasm and attach great importance to an attractive working environment, a very good working climate and individual development opportunities for each individual.

Aufgaben / Tasks
  • Operate as a key member of business and Tour Operator teams, working closely with the senior stakeholders and legal partners to deliver planned customer and operational performance delivery and outcomes
  • Support the COO with thought leadership and strategic development of the customer, care and contact strategy for the customer experience
  • Establish strategies to develop and enhance customer performance, ensuring our teams consistently deliver and live our group values and customer centric culture which reinforces our brand identity
  • Support the COO to shape the strategic development of customer value proposition, providing clarity to customers, colleagues and communities about what we offer and how we differentiate ourselves from our competitors
  • Oversee all customer journey measures and performance, influence and drive underperformance, whilst celebrating over performance with wider teams
  • Responsible for overall improvements in key metrics, including customer NPS, mystery shopper performance, online reviews and general customer satisfaction and complaints performance.
  • Partner and influence senior stakeholders in both customer delivery and group service teams to implement key improvements which move us towards our vision to offer seamless and personalised customer journeys
  • Preparation of business and benefit business cases, which demonstrate NPS, lifetime customer value and retention return on investment values for customer focused improvements.
  • Support the wider business areas to achieve overall growth targets, goals and objectives.
  • Lead the creation and execution of our customer journey methodology across the business, utilising group service capabilities where appropriate
  • Create the overarching customer journey framework for the business and ensure its embedded and understood across the wider business
  • Champion and consider the voice of the customer in all operational delivery improvements and amongst other teams and projects, identifying opportunities to maximise customer value, productivity, efficiency and service delivery
  • On a frequent and regular basis, use all relevant data from around the business and external market data to design and implement the optimum customer journeys, focussed on delivering a personalized and seamless experience
  • Lead the development and deployment of core customer centric thinking, tools and techniques with group wide teams
  • Lead the execution of initiatives which bring about an even stronger customer culture across the group, helping our colleagues to further excel at the service we offer every day
  • Implement and continuously improve the communications we send to our customers, ensuring it’s simplified and digitised where possible.
  • Working closely with the Tour Operator sales and marketing areas, use competitor and mega trends data to identify opportunities to transform and innovate our services further
  • Uses system thinking and continuous improvement tools and techniques to encourage operational improvements as well as inspiring leaders with new ways of working.
Profil / Qualifikation
  • Champion the voice of the client consistently, identifying opportunities to maximise customer value, productivity, efficiency and service delivery
  • Be an expert in NPS management, customer centric culture and customer journey management
  • Drive and initiate customer focussed changes, ensuring that decisions, projects, processes and key performance indicators are customer centric led
  • Build an understanding and awareness of customer centric initiatives in the Travel and non-travel sectors, to support the ongoing development of the FTI Group culture
  • Extensive experience of leading and influencing senior leader stakeholders.
  • Experienced in customer experience management, with a strong track record of implementing customer focussed change and improvements within a large scale service delivery business
  • Commercial acumen and financial understanding

Aufgaben / Tasks

  • The Employee EngagementManager main responsibility is to continuously improve the employee experience across the company to have an impact on positive employee engagement.
  • The person will develop strategies to improve engagement, and manage programs designed to foster it, such as employee recognition programs, wellness programs and other activities aimed at creating a positive workplace environment. The person is also responsible for liaison with internal employee communications
  • Work with leadership team to develop a comprehensive and sustainable employee engagement strategy
  • Act as a trusted advisor to the leadership and HR team to support the creation, communication and ongoing maintenance of their employee engagement activities
  • Work with HR Team to design, deploy, and evaluate effective and efficient engagement surveys
  • Support the communication of the Engagement Survey results to key stakeholders in a timely fashion
  • Conduct employee focus groups to complement engagement surveys
  • Leverage events to create and sustain dialogue around engagement
  • Support the Internal Communications Team to help deliver employee communications across the business
  • Ensure the most effective communications channels and tactics that are used that enable clear and aligned messaging in line with FTI’s business strategy.
  • Build and foster relationships across business functions and locations to ensure employees are engaged and informed no matter where they are based
  • Drive a listening culture and build feedback mechanisms into employee engagement activities and internal communications to enable employees to have an opportunity for dialogue

Profil / Qualifikation

  • Ideas, enthusiasm, track record of working with and implementing engagement initiatives and commitment
  • Fluent German and business English


Our benefits for you:

  • Vacation: Enjoy 30 days per year (plus 12/24 and 12/31).
  • Travel Discounts: Enjoy great travel discounts for you and one companion. In addition, your family and friends can participate in the Family and Friends Club and enjoy discounted travel rates.
  • Travel: Take advantage of a monthly travel allowance or, alternatively, the option of a free underground parking space*.
  • Retirement provision: Not an exciting topic? But very important, that's why we subsidize your company pension plan or your Vermögenswirksame Leistungen (capital-forming benefits)
  • Catering: Let us spoil you with culinary delights in one of the best employee restaurants (Kairaba Lounge - Munich) at reduced prices all day long. In addition, tea kitchens including water dispensers and refrigerators are available to you.
  • Further education: Educate and develop yourself at our FTI Campus on a regular and individual basis.
  • Health: Your health is close to our hearts, which is why we offer you various health management benefits (e.g. free travel health insurance, height-adjustable desks, etc.).
  • Benefits: You can also benefit from attractive offers and discounts from our cooperation partners.
  • Location: Work at a central location in an open and modern environment
  • Environment: operate in an exciting and international industry with a "you" culture
  • Mobile working: We offer you the opportunity to work part of your working hours mobile throughout Germany and even up to 50 days per year from other European countries (incl. EEA, CH & GB) **.


*According to availability


Are you curious? We look forward to receiving your meaningful application via our online application form (including earliest possible starting date and salary requirements).