Customer Experience - Paris e, France - Enoa RH Consulting

Description

Description:


About our client "Magnicity"

Magnicity is a
French company founded over
50 years ago.

Their sites welcome nearly
3 million visitors a year and
300 passionate Magnifiers working within the group.

Magnicity operates
urban tourism and leisure sites all over the world, located
on the top floors of skyscrapers or historic monuments.

More than just a
spectacular view of the city, Magnicity is a journey of immersive experiences where local and international visitors discover the city in all its dimensions (its history, culture, lifestyle, etc.).

This discovery is achieved through educational activities, combining new technologies (VR) and powerful experiences, as well as through exhibitions and one-off events to create unforgettable experiences.

They also offer a unique dining and bar experience, as well as the possibility of organizing private events.

The "Magnifiers" team makes this experience memorable and is inspired by 3 values:

• Professionalism with passion
• Care for all
• Agility as a mindset

They are currently present in 4 emblematic cities and operate 4 sites:

• Paris
• Tour Montparnasse

• Berlin

• The Berliner Fernsehturm (TV Tower)

• Rotterdam

• Euromast
• Chicago 360 Chicago Observation Deck

A second site in Rotterdam is scheduled to open at the end of 2024. Several sites are under consideration for opening in the near future.

Their name "Magnicity" and their slogan "Taking you higher" express their desire to magnify cities for everyone, through height


Recruitment context

Tasks

The objective of this position is to develop new concepts, innovations and evolutions related to products and services that will enable Magnicity to meet the expectations of its customers and to develop its growth both in the creation of new sites and the increase in revenue from existing sites, while respecting its policies (in particular CSR).

Working directly with the Executive Committee, the Marketing Department and the Site Managers, you will be responsible for the following tasks:

Understanding and segmenting the market, identifying new trends

• Benchmark the competition and new trends, monitor trade fairs, etc.
• Identify potential partners and key players with whom to collaborate
• Market research, quantitative and qualitative analyses
• Analysis of new markets (offers and destinations) in which Magnicity could position itself

Define and develop strategic concepts

• Characterization of the key points of the strategic concept and the level of standardization
• Definition of products and services (offer and customer path) according to customer type and site location
• Scenario planning for the sites
• Adaptation of the strategic concept to available market developments/innovations
• Building the roadmap to gradually align existing sites on the key points of the strategic concept

Defining the customer experience

• Define the different stages of the customer journey and characterize the expected Magnicity experience
• Set the level of quality/satisfaction expected at each stage

Innovating with new Products and Services

• Managing strategic partnerships
• Setting up and steering the innovation process (internal, external)
• Implementing test/proof of concept

Monitoring customer satisfaction

• Setting up a satisfaction measurement system
• Monitoring changes in satisfaction at each site and validating related action plans

Adapting the concept to the profiles of new projects

• Study the characteristics of the site and its potential clientele
• Recommend Products & Services (offer) for the site

Profile
With 5 years' higher education, you will have around 10 years' significant experience in the creation of concepts (products and services), ideally acquired in the tourism, hotel, entertainment or experiential services or education sectors


Hard Skills

• Fluency in English is mandatory (level : fluent)
• Ability to create concepts and product innovations based on experience
• Ability to create and implement processes
• Excellent project management methodology skills: ability to work in project mode, to meet deadlines
• Ability to manage and coordinate a team both directly and crossfunctionally
• Ability to drive a budget (financial vision)
• Creative vision appetite for design
• Digital expertise

• Vision Data

• CRM
• Customer knowledge reporting
• Ability to analyze and summarize
• Managerial skills: team under construction

Soft Skills

• Entrepreneurial spirit / Thinker & Doer
• Curious by nature / sensitive and on the lookout for trends and innovations / in tune with the times
• Team player / real sense of teamwork
• Excellent communication and interpersonal skills
• Ability to adapt and listen
• Leadership skills
• Autonomy

This job is for you if

• You have the entrepreneurial spirit to rise to the challenge of this new role
• You enjoy working with international teams
• Your creativity en