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
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