Job Opportunities API

ROLE PURPOSE Embed an operational CX lens across QIC's core assets and own B2C sales performance at asset level, ensuring customer experience standards, guest feedback, and revenue-generating touchpoints are translated into day-to-day operations. WHAT THE ROLE ENTAILS •      Provide operational input into CX strategy, customer journey design, and CX programs across core assets •      Translate CX objectives and standards into operational requirements, guidelines, and initiatives for asset operating teams •      Own B2C sales performance across asset touchpoints — ticketing, upsell and cross-sell, in-asset conversion, and digital sales channels •      Lead implementation of CX programs and projects across core assets and on-ground operations •      Oversee CX and sales-behaviour training for asset frontline teams to ensure consistent service delivery •      Capture and analyze customer feedback across surveys, digital channels, and frontline touchpoints •      Monitor CX and B2C sales performance through reporting, site visits, and quality assurance activities •      Coordinate resolution of asset-related customer inquiries, complaints, and service issues •      Identify recurring CX gaps and lead operational improvement plans to enhance customer satisfaction and conversion Requirements •      Experience in customer experience, service excellence, or customer satisfaction management within attractions, entertainment, or hospitality assets •      Proven B2C sales or commercial experience — ticketing, memberships, upsell, or in-venue revenue •      Strong understanding of customer journey design, CX standards, service quality, and frontline service delivery •      Ability to translate CX strategies and sales targets into operational requirements across assets •      Experience in customer feedback analysis, reporting, performance monitoring, and quality assurance •      Clear communication and training coordination skills •      Strong stakeholder management skills — coordinating between QIC, asset operators, and commercial teams •      Strong problem-solving skills