Company: Dream Yacht Group (DYG)
Position: Global Customer Satisfaction Lead
Reports to:
VP Global Tourism
Location: Barcelona, Spain

Position overview
Dream Yacht Charter is seeking an experienced Customer Care Leader who is ready to
influence the growth and development of the world leader of sea-based tourism, Dream
Yacht Group. This is a new role.

You will be solely responsible for building a brand new Customer Care strategy that puts the
Customer at the core of everything we do. Working closely with Marketing, Sales & Quality
Control you will deliver industry leading & dynamic levels of Customer Experience at Dream
Yacht Charter so that our customers repeatedly book with us.

You will evaluate user behaviours through data and be comfortable working with our teams to
implement changes that ensure a positive customer experience.

NPS is to become the mainstay of our company, and this position is focussed on ensuring
that is as high as possible. You will be the spokesperson for championing this change, and
tasked with the creation and delivery of the key metrics to support this shift in company
culture.

This is a customer facing role and part of the Commercial side of the business.

Key Responsibilities include

  • Be point of contact and main area of expertise for all things Customer Satisfaction (be
    the go to for any customer facing teams!)
  • Overseeing customer care & claims handling worldwide
  • Work closely with team leaders to support improving customer facing teams’
    performance to improve customer satisfaction – you will create and drive excitement
    into the business in providing great care and service at Dream Yacht Charter
  • Implement regular sales team training that consistently challenges the team to be at
    the forefront of great service & satisfaction
  • Directly handle any complex claims or expressions of dissatisfaction from customers
    (flagged by the Sales team) and work towards an amicable outcome, leaving the
    customer with a positive experience
  • Oversee the complete collection of customer feedback through multiple touchpoints
  • Coordinate with marketing and social media management teams to monitor feedback
    and reviews on external channels
  • Using data collated (you will work with an analyst in Mauritius who will collate the
    data), prepare regular global satisfaction reporting for all points of the customer
    journey (including compensation reporting)
  • Interpret the customer insight data, reporting areas of concerns and actionable areas
    of improvements to team leaders & management – use data to make informed data
    driven suggestions and decisions
  • You will lead on all customer related policies & documentation to ensure we deliver on
    our customer promise, and deliver with customer safety and satisfaction at the
    forefront of our operations.
  • Structure, implement and communicate service targets and SLA’s ensuring a
    microscopic approach to customer satisfaction.
  • Develop a customer compensation strategy which ensures a positive and consistent
    approach across the Company
  • Constantly drive improvements to customer care with the vision to achieve world
    class NPS status

Skills, knowledge and expertise

  • Fluent in English and French
  • 8-10 years of senior consumer facing, end to end customer service within the travel
    industry
  • Proven track record in delivering exemplary customer service and proactively
    minimizing customer dissatisfaction
  • Aptitude for data collection and analysis with an action-oriented approach to meet
    strategic objectives
  • Excel in a fast-paced commercial environment, be a strong strategic thinker
  • Very comfortable with helpdesk management, satisfaction & NPS tracking tools
  • Face complex disputes head on and be excellent at resolving them (and love the
    satisfaction that comes once it’s resolved positively!)
  • Experience working closely with worldwide team members
  • Experience working closely with Sales and Operational teams to address customers
    concerns and advise on improvements for handling future clients
  • You need to be a reliable, dynamic and collaborative team player with a high degree
    of integrity and personal responsibility
  • Great at stakeholder management and confident in your influencing skills across all
    levels of an organisation
  • Passion for culture and travel

Desired skills

  • Experience setting up and managing a customer service function from scratch (end to
    end)
  • Experience working for a tourism brand such as cruise line, airline, tour operator or
    hotel brand

Benefits

We offer our full-time employees an excellent benefit package that currently includes, but is
not limited to:

  • Competitive salary based on experience, skills, and education
  • Employee Charter Yacht Usage.

How to apply
Email with resume and cover letter to [email protected]

About Dream Yacht Group
Dream Yacht Group is a world leader in sea-based tourism and its brands include Dream
Yacht Charter and Dream Yacht Sales. It’s origins began in the Seychelles with just six boats
and now the fleet has more than 1,000 yachts in 50+ exciting destinations worldwide,
including the Caribbean, Bahamas, Indian Ocean, Pacific Ocean, Asia, Americas and
Europe.

Groupe Beneteau, a leading French shipbuilder, and PPF, a Czech private financial group,
joined Dream Yacht Group as shareholders in September 2021 and they have made a
significant investment.

Dream Yacht Charter – Worldwide Sailing Vacations
We’ve pioneered ways to help non-sailors discover the freedom of being on the water. We’re
also known for our innovation in bringing new sailing destinations to market and our sheer
range of choice. Our charter products include bareboat, skippered, by the cabin, crewed,
sabbaticals, power catamarans, Aqualodge floating villas and corporate events.

Dream Yacht Sales – Consultant Yacht Brokers
As the world’s leading yacht sales specialist for private yacht ownership, charter
management and brokerage, we make yacht ownership easy and simple, providing
professional consultancy, expert advice and tailored solutions. We offer a selection of the
best yachts from the world’s leading, cutting-edge manufacturers, such as Beneteau, Bali,
Dufour and Fontaine Pajot.

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