As a Customer Experience Manager, you will be the champion of delivering positive, seamless, personalized, and magical experiences with the company’s products and services across all customer touchpoints—from digital platforms to in-resort interactions. This role blends strategic thinking with operational execution, using data-driven insights to enhance the customer journey and drive customer satisfaction. You’ll collaborate with various line of business including Sales, Marketing, Consumer Insights, Operations, Revenue Management and Technology to shape and elevate the end-to-end experience including pre-arrival, on-site and post-arrival, ensuring every interaction reflects the Disney standard of excellence.
Responsibilities

Collect and analyze customer feedback and operational data to identify trends and propose actionable improvements.

Design and refine customer journeys across digital and physical channels (e.g., website, mobile app, WeChat, call center, in-resort) to ensure consistency and personalization.

Develop and implement customer experience strategies aligned with business goals and customer expectations. Lead cross-functional initiatives to enhance the ease of trip planning and the overall customer journey of HK Disneyland.

Evaluate the effectiveness of Customer Experience (CX) initiatives using dashboards and reports. Monitor KPIs and business impact to ensure continuous improvement.

Oversee customer service team or vendor to ensure high-quality service delivery and operational excellence.

Requirements

Bachelor’s degree in Business, Hospitality, Tourism, Marketing, Computer Science or other relevant disciplines.

Minimum 5 years in customer operations, customer experience, or related fields

Proven experience managing cross-functional projects and working with operational teams

Preferred experience in a multinational company with a track record of successful CX initiatives

Strong analytical and problem-solving skills with experience in data tools and dashboards

Proficient in Cantonese and English, Putonghua is preferred

Familiarity with customer journey mapping and experience design principles

Proficient in Microsoft Office and data analytics tools

Customer-centric mindset, results-driven, and self-motivated

Strong collaboration and stakeholder management skills

HKProfessional #LI-CL1