Chief Experience Officer || الرئيس التنفيذي للوجهة

JOB PURPOSE
The Chief Experience Officer (CXO) is responsible for defining, leading, and delivering the overall customer and stakeholder experience strategy across all components of the company’s mixed-use developments—residential, commercial, retail, hospitality, and leisure. The role ensures that every touchpoint with customers, tenants, visitors, and partners embodies the company’s brand promise and enhances the long-term value of its developments while driving revenue.
The CXO will oversee the full lifecycle of the customer journey—from pre-acquisition and leasing to daily operations, engagement, and loyalty—ensuring seamless, differentiated, and memorable experiences that position the company as a leading lifestyle destination. Reporting to the CEO, the CXO position requires a data-driven, results-oriented leader matched with strong tactical leadership, outstanding interpersonal skills, and a proven track record in handling complex operations.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES
1. Experience Strategy & Vision
• Develop and implement a comprehensive Experience Strategy aligned with the company’s vision, brand, and development objectives.
• Champion a culture of customer-centricity across all departments, ensuring the experience perspective is embedded in design, development, marketing, operations, and asset management.
• Define and monitor key performance indicators (KPIs) to measure customer satisfaction, engagement, and loyalty.
2. Customer Journey & Brand Alignment
• Map and continuously refine the end-to-end customer journey for various user groups (residents, tenants, visitors, investors, etc.).
• Collaborate with design, development, and operations teams to ensure spaces, amenities, and services are optimized for human experience, comfort, and emotional connection.
• Oversee the brand experience, ensuring consistency of tone, design, service delivery, and communication across physical and digital platforms.
3. Experience Innovation
• Lead initiatives that leverage digital tools, smart technologies, and data analytics to enhance user engagement, convenience, and personalization.
• Explore innovative partnerships (e.g., mobility, sustainability, hospitality, F&B, entertainment) that enrich the lifestyle ecosystem of the developments.
• Stay abreast of global trends in placemaking, smart cities, sustainability, and experiential design to position the company as a market leader.
4. Operations & Service Excellence
• Lead the property management, hospitality, and retail teams to ensure service delivery meets brand standards and operational excellence.
• Build action plans that drive attendance and build earned revenue support.
• Analyze attendance and revenue results and forecast annual and long-term projections for use in organizational financial planning. Ensure planning is data-driven and use research techniques to evaluate success and report regularly to peers, staff, and board on the tangible results of program efforts.
• Establish feedback systems and customer listening programs to identify and resolve pain points across the development.
• Drive training and development programs to instill a strong service culture among all front-line teams and partners.
• Oversee operational budgeting and asset management planning for all operated assets including both operations, upgrades, and staffing.
5. Stakeholder & Community Engagement
• Engage with key stakeholders—government entities, tenants, residents, and community partners—to co-create and sustain a thriving, inclusive destination.
• Lead community activation, cultural programming, and lifestyle events that enhance engagement and brand perception.
• Represent the company in industry forums, media, and community events as the ambassador of the brand experience.

MINIMUM QUALIFICATIONS & EXPERIENCE
• Bachelor’s degree in Business Administration, Hospitality Management, or a related field; Master’s degree preferred.
• Required - 20 years of progressive experience in customer experience, brand management, or operations—ideally within real estate, entertainment, or hospitality.
• Required - At least 10 years of management experience of entertainment attractions such as Theme Parks, Water Parks, and Family Entertainment Centres.
• Required - Experience setting up new operations of entertainment venues including structuring, hiring, and training leading to successful opening
• Proven track record of developing and implementing customer experience strategies that drive measurable business results.
• Strong leadership and communication skills with the ability to influence cross-functional teams and senior stakeholders.
• In-depth understanding of customer journey design, digital experience tools, and data-driven decision-making.
• Familiarity with the Omani or GCC market and cultural context is highly desirable