RESPONSABLE EXPERIENCE CLIENT / ANIMATION

SEA LIFE Paris, 14 Cours du Danube; Serris
Paris, ILE-DE-FRANCE, 77700
France

JOB SUMMARY
You are responsible for the quality of all entertainment and the visitor experience at Sea Life Paris. Your role is to give all the information and interpretations to visitors in an educational and fun way while communicating our commitment to safeguarding and conservation. You animate the customer experience in order to deliver a memorable experience. You will contribute to the development of the whole animation, to the training of the staff, to the educational workshops and to the communication between the organizations and the visitors.
The Customer Experience Manager also acts as Duty Manager (site manager) on certain days.

Objectives:
Increase the visitor experience through regular, educational and fun events.
Ensure that all staff deliver quality customer service.
Ensure that all entertainment communication is clear to visitors and staff.
Organize and develop fun and educational activities with children of the creative leisure type.
Ensure the safety of children.

Responsibilities:
Provide and develop animations that fulfill the strategic requirements of the site.
Train all animation staff on qualitative customer service.
Enforce and maintain methods of communication between visitors and Sea Life.
Supervise the animation team, which includes:
Recruitment and integration of new team members.
Training and development.
Performance monitoring.

Title : Animation/Customer Experience Manager

Reporting to: Director of Operations Responsible

for : Animation staff

Skills:
Oversee, develop and deliver a quality set of on-site animation to enhance the experience and the satisfaction of each visitor.

Entertainment:

Maintain and develop a detailed and complete animation in order to ensure regular representations in key spaces and strategic areas in line with all the objectives of the center.

Make sure there is at least one talk every hour during the busiest times of the day.

Ensure that each speech is informative, interactive, fun and explains our commitments to conservation.
Ensure that each performance is performed on time.
Coordinate school presentations related to the national educational curriculum.
Coordinate birthday parties and ensure good communication between the teams (reception, entertainment, shop, marketing, biology).
Make regular rounds in the center to guarantee impeccable cleanliness of the site throughout the day.

Customer Service:
Ensure that each criterion of “mystery visits” is respected and applied in order to deliver a high quality customer satisfaction rate, in accordance with the expected objectives.
Enforce brand “customer service” throughout the journey.
Guarantee the minimum rates of customer satisfaction as defined every year

Communication:
Maintain and develop a detailed and complete animation in order to ensure regular representations in key spaces and strategic areas in line with all the objectives of the center .
Make sure there is at least one talk every hour during the busiest times of the day.
Ensure that each speech is informative, interactive, fun and explains our commitments to conservation.
Ensure that each performance is performed on time.
Coordinate school presentations related to the national educational curriculum.
Coordinate birthday parties and ensure good communication between the teams (reception, entertainment, shop, marketing, biology).
Make regular rounds in the center to guarantee impeccable cleanliness of the site throughout the day.
Ensure that each criterion of “mystery visits” is respected and applied in order to deliver a high quality customer satisfaction rate, in accordance with the expected objectives.
Enforce brand “customer service” throughout the journey.
Guarantee minimum customer satisfaction rates as defined each year
Participate with the marketing department in the design of the brochure that will be distributed to each visitor including all the schedules of speeches and other events.
Ensure that all staff are aware of the day’s activities and are in possession of the daily schedule, and that the content of the animation is familiar to them.

Staff:

Recruit, introduce and train new team members. Each new member of staff will be given a “welcome pack” (entry file) as well as a guide to introducing Merlin.

Perform twice a month the review of the performance of the animators according to the Merlin procedures.

Carry out training sessions between Easter and August with the aim of training all staff to achieve the criteria to be achieved in “mystery visits”, the quality of customer service and increase visitor satisfaction.
Monitor, in coordination with the Director of Operations, the appearance, performance, well-being and conduct of entertainers.
Complete schedules as requested by the Director of Operations.

Operations:
Exercise the function of “Duty Manager” (responsible for the day) according to the internal rules of Sea Life, namely:
– Tour of the center ensuring that all accesses are secure and the equipment in operation.
– Daily briefing with the staff of the day.
– Opening of the center.
– Daily planning and management of the cash desk and entertainment team.
– Counting of boxes.
– Cleanliness and security of the center.
– Ensure the safety of staff and visitors.
– Ensure the smooth running of the day.
– Manage visitor complaints and staff needs.
– Staff training.
– Counting of cases at the end of the day.
– Implementation and application of internal procedures
– Complete daily reports
– Closing of the center and placing under alarm.
– Be available on weekends and holidays. t

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