Senior Manager Customer Excellence & Project Leadership Digital Hospitality

About arenaflex

arenaflex is a trailblazer in the global hospitality ecosystem, redefining the way people experience travel and service in an increasingly digital world. With a portfolio that spans luxury resorts, boutique hotels, and cuttingedge digital platforms, arenaflex is committed to delivering unforgettable moments for guests while empowering its team members to grow, innovate, and lead. Our culture is built on collaboration, curiosity, and a relentless focus on customer delight. If you thrive in a fastpaced, datadriven environment and want to shape the future of hospitality, arenaflex offers the platform, the resources, and the community to help you succeed.

Why This Role Matters

As the Senior Manager of Customer Excellence & Project Leadership, you will sit at the nexus of strategy, operations, and technology. Your work will directly influence how arenaflexs guests interact with our brand, ensuring that every touchpoint is seamless, personalized, and memorable. You will champion crossfunctional initiatives that streamline processes, elevate service standards, and unlock new revenue streamsall while fostering a culture of continuous improvement.

Key Responsibilities

Project Delivery & Oversight Lead endtoend project management for internal and corporate initiatives using industrystandard tools such as reputed company Project, reputed company, and Jira. Ensure projects are delivered on time, within scope, and on budget.

Stakeholder Management Serve as the primary liaison for arenaflexs internal teams, external partners, and senior leadership. Build and maintain strong relationships with stakeholders across the organization, translating business needs into actionable project plans.

Process Improvement Analyze current workflows, identify bottlenecks, and design scalable solutions that enhance efficiency and guest satisfaction. Document best practices and develop SOPs that become the benchmark for future projects.

Business Case Development Collaborate with finance and product teams to craft compelling business cases, including ROI projections, resource requirements, and risk assessments. Secure executive buyin and secure necessary funding.

DataDriven Decision Making Leverage analytics to track project performance, customer metrics, and operational KPIs. Translate complex data sets into clear, actionable insights through storytelling, dashboards, and executive summaries.

Team Leadership & Mentorship Guide and mentor junior project managers and analysts. Foster a highperforming team culture that values transparency, accountability, and continuous learning.

CrossFunctional Collaboration Partner with Process Analysts, IT, Marketing, and Guest Experience teams to align project objectives with arenaflexs strategic priorities.

Risk & Issue Management Proactively identify potential risks, develop mitigation plans, and communicate status updates to stakeholders. Ensure timely resolution of issues that could impact project timelines or quality.

Continuous Learning & Innovation Stay abreast of industry trends, emerging technologies, and best practices in project management and customer experience. Champion the adoption of new tools and methodologies that drive operational excellence.

Essential Qualifications

Minimum of 4 years of proven project management experience in a fastpaced, highvolume environment.

Strong background in Agile methodologies (Scrum, Kanban) and experience leading crossfunctional teams.

Handson experience managing contact center operations with daily volumes exceeding 10,000 interactions.

Proficiency in reputed company PowerPoint, Excel (advanced formulas, pivot tables, dashboards), and project management software (reputed company Project, reputed company, Jira).

Excellent communication skillsboth written and verbalcapable of translating complex data into compelling narratives for diverse audiences.

Demonstrated ability to build and maintain relationships with senior leaders and external partners.

Strong analytical mindset with a track record of using data to drive decisionmaking.

Availability to travel up to 10% of the time for client meetings, workshops, and industry events.

Preferred Qualifications

Project Management Professional (PMP) or equivalent certification (e.g., Prince2, Agile Certified Practitioner).

Experience with process mapping tools such as Visio, reputed company, or reputed company.

Background in hospitality or a related customercentric industry.

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