Farah Sadat
Senior Customer Experience and Service Operations Leader
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About
Senior customer experience and service operations leader with over 20 years of experience in luxury travel, transportation, and hospitality. Expert in VIP lifecycle management, team leadership, service recovery, and stakeholder engagement. Proven record of driving operational excellence through coaching, KPI management, and cross-functional collaboration. Fluent in English and French.
Experience
VIP Services Manager at MSC Cruises – Explora Journeys (2025-10 – Present)
- Own end-to-end VIP guest lifecycle, delivering bespoke itineraries and personalised luxury experiences
- Lead, train, and coach VIP Ambassadors to consistently meet five-star service standards
- Act as escalation point for complex service issues, converting recovery into guest loyalty
- Partner cross-functionally with shipboard, operations, and ground teams
- Ensure compliance with privacy, safety, and responsible-use policies
Acting Explora Journey Center Lead (EAME) at MSC Cruises – Explora Journeys (2024-11 – 2025-10)
- Lead customer service and sales teams across France, Italy, and the UK
- Drive performance management, KPI tracking, and coaching initiatives
- Oversee recruitment, onboarding, and team expansion
- Partner with HR on disciplinary processes, development plans, and absence management
Explora Journey Center Supervisor at MSC Cruises – Explora Journeys (2023-11 – 2024-11)
- Oversaw daily operations across multiple international contact centre locations
- Worked closely with Centre Director to ensure service excellence across EAME
- Helped position Explora Journeys as a leader in luxury travel experiences
Journey Experience Ambassador at MSC Cruises – Explora Journeys (2021-06 – 2023-11)
- Supported pre-launch of MSC Cruises' luxury brand
- Conducted pre-notified sales and advisory calls with travel advisors
- Built strong B2B2C relationships to support future revenue growth
Special Assistance Leader at Eurostar International (2017-02 – 2021-01)
- Led services for customers with reduced mobility, ensuring dignity and safety
- Managed and coached a team of 25 professionals
- Resolved complex customer issues and complaints efficiently
Business Premier Team Member at Eurostar International (2008-06 – 2017-01)
- Delivered personalised service to VIP and business travellers
- Increased brand loyalty and Business Premier membership by 12%
- Coordinated itineraries, transport, and bespoke travel arrangements
International Customer Relations Executive at Eurostar International (2003-05 – 2008-05)
- Handled complex international customer cases in English and French
- Built long-term relationships with high-profile clients
Customer Service Team Member at Eurostar UK Ltd (2001 – 2004)
Customer Service Administrator at Regus (2000 – 2001)
Receptionist Shift Leader at Radisson Edwardian Hotels (1999 – 2000)
