Customer Experience

Customer
Gurugram
May 10, 2025
Full Time
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Job Description

About the Opportunity

Role: Customer Experience – Post Sales Operations, Level: Senior Manager

Reporting To: Vice President – Customer Experience

About the Function:

Our Customer Experience team is dedicated to elevating every interaction with our customers. By enhancing customer satisfaction, minimizing customer effort, and driving strategic initiatives, the team ensures seamless post-sales experiences.

The team also focuses on executing key projects that create meaningful improvements, fostering long-term customer loyalty and advocacy.

About the Role:

The incumbent will be responsible for delivering a seamless, high-quality, and personalized customer experience post-booking.

This role involves leading customer engagement strategies, optimizing satisfaction levels, managing service recovery, and driving loyalty initiatives to enhance the overall customer journey.

By ensuring that every touchpoint—from pre-arrival to post-interaction follow-ups—creates a memorable experience, the incumbent will play a key role in fostering repeat business and strengthening the brand’s reputation.

Key Responsibilities:

  • Customer Journey Management: Oversee and enhance the post-sales customer experience, ensuring consistency and excellence from booking confirmation to post-stay engagement.
  • Service Excellence: Develop and implement strategies to deliver outstanding customer service, working closely with Project, Product, and Operations teams.
  • Vendor Management: Manage relationships with external vendors, ensuring timely delivery of services and resolve any issues to maintain customer satisfaction.
  • Customer Feedback & Insights: Monitor customer reviews, feedback, and complaints across various platforms, analyze trends, and implement improvements.
  • Crisis & Complaint Management: Establish and oversee service recovery strategies to promptly address and resolve customer concerns, ensuring high customer satisfaction.
  • Cross-functional Collaboration: Work with Product, Operations, and Technology teams to improve customer communications and operational efficiency.
  • Technology & Innovation: Leverage technology to enhance customer interactions, implement CRM tools, and drive automation in customer communication.
  • Training & Development: Develop/upgrade training programs for the team to uphold service excellence and reinforce a customer-centric culture.

Requirements:

  • Proven track record in enhancing customer satisfaction, managing service recovery, and driving loyalty programs.
  • Strong leadership and team management skills.
  • Excellent communication, interpersonal, and problem-solving abilities.
  • Experience with CRM software, customer feedback platforms, and hospitality technology tools is a plus.
  • Ability to analyze data and insights to improve customer experience strategies.

Qualification & Experience:

  • MBA graduates from reputable institutes with 10+ years of experience.
  • Experience in customer experience, guest relations, or hospitality management.

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