Senior Customer Experience Manager

Job description

POSITION SUMMARY: Big Cedar Lodge is committed to delivering unforgettable, world-class experiences that reflect the spirit of the Ozarks and our legacy of genuine hospitality. The Senior Customer Experience Manager leads this mission by overseeing four key guest-facing teams—Concierge, VIP Services, Resort Services, and Customer Care—and serves as the architect of the resort’s complete guest journey. This leader ensures that every touchpoint, from pre‑arrival, on-property, and post-stays are seamless, personalized, and elevated. They will innovate luxury offerings, curate memorable moments, and drive incremental revenue through bespoke guest experiences that showcase the best of Bass Pro Shops – Hospitality division. ESSENTIAL FUNCTIONS: Leadership & Team Development Guest Experience Strategy & Journey Design Luxury Experience Curation & Revenue Growth - Lead, inspire, and mentor managers and associates across Concierge, VIP Services, Resort Services, and Customer Care. - Build a service culture rooted in warmth, authenticity, accountability, and excellence. - Oversee hiring, coaching, performance development, training design, and workforce planning. - Encourage cross-departmental...