Manager, Guest Experience

About the role

The Guest Experience Manager will lead cross‑functional operational portfolios at Jewel Changi Airport, ensuring high standards of service delivery, operational readiness and continuous improvement across the guest journey. You will act as the Shift Duty Manager, overseeing day‑to‑day operations, safety, security and business continuity in guest‑facing environments.

Key responsibilities

• Serve as Shift Duty Manager, supervising daily operations and ensuring service standards.
• Lead and coordinate service teams, partners, operators and stakeholders to deliver consistent guest experiences.
• Manage incident response, service recovery, escalations and manpower coordination during normal and peak periods.
• Drive operational improvement initiatives, service enhancement projects and cross‑functional programmes.
• Monitor performance indicators, analyse trends and implement corrective actions.
• Support planning and execution of pilots, events and new initiatives aligned with organisational goals.
• Review and maintain procedures, workflows, training materials and risk assessments.
• Assist with procurement, contract administration, reporting and budgeting.
• Foster a strong service culture through coaching, guidance and continuous improvement.

Required profile

• Proven operational leadership in a multi‑stakeholder environment.
• Strong stakeholder management and communication skills.
• Ability to maintain service excellence under dynamic conditions.
• Experience in overseeing safety, security and business continuity.
• Track record of driving operational efficiency and guest satisfaction.

Required skills