Customer Experience Manager

Due to the continued growth of Mad Monkey we are seeking energetic, passionate, gregarious and professional Customer Experience Managers.

You will be responsible for ensuring that every customer that enters our hostel leaves delighted with their Mad Monkey experience and recommends us to others. You will put the customer experience at the center of everything you do. As a charismatic people person you will genuinely enjoy meeting new people from all over the world and get personal satisfaction from delivering excellent levels of guest service.

You will be responsible for designing our in hostel/bar events program and ensuring that our customers get the most from their experience. You will be an expert problem solver and be able to act with a level head and common sense in a very busy and busy environment. You will be responsible for expertly advising our customers on our tours, accommodation, transport and F&B options. You will be commercially astute and be consultative when driving sales that deliver the best solutions for our customers.

Bar Events Management – Customer side of the bar, ensuring that all guests are having a great time, driving experience participation and fun. You will be responsible for delivering a monthly events schedule of fun events and activities for our customers in the evenings.

Communicating with and listening to guests - The Mad Monkey is a socially responsible company that delivers value to its local community, you will be required to engage in our CSR activities and with our CSR partners and to generate awareness and interest in the work we are doing within our customer base. You will be responsible for communicating our core values and engaging in our social mission.

Ensuring the safety and wellbeing of our customers – You will be responsible for ensuring that we provide a safe environment for our customers You will be responsible for solving or escalating any customer issues to resolve customer problems, and generally providing levels of service that demonstrate Mad Monkeys USPs.

Consultative Customer Selling – Matching relevant products and services to the customer's requirements without the hard sell. Advising customers on how they may get the most from their trip, promoting tours and activities that our customers may be interested in.

Customer Service – You will genuinely care about customer service and the quality of our customer's experience, it will be at the forefront of everything you do.

Personal Qualifications/Attributes

Committed and passionate about social responsibility and acting in the best interest of the community
Innovative yet pragmatic thinker able to introduce new ideas to the business
Exceptional listening and communications skills with customers and team members
Impeccable common sense coupled with the ability to think ahead
Confident and enthusiastic outlook on life
Ability to talk to people from diverse backgrounds
Ability to listen with empathy and put yourself in the customer's position
Gets personal satisfaction in delighting customers
Some events and organisation experience
Commercially astute and business-minded


Work Trade/Exchange
Paid Hostel Staff


26 St 302, Phnom Penh, Cambodia
Job first posted: 20 March 2017
Updated: 20 March 2017