Senior Manager Customer Experience

Roles and Responsibilities

• Drive Customer Satisfaction, Net Promoter Score for the Brand with insights to Operations and Marketing for intervention and improvement.
• Bottom Quartile Management with respect to Key Performance indicators such as Concerns, NPS etc.
• End 2 End Customer issue management and resolution. Take ownership and ensure Guest win-back.
• Should have sufficient knowledge of Social Media and its impact on Brand.
• Training need intervention Should have a knack of data driven insights and give inputs for Store intervention & periodic developments.
• Collaborate with Marketing, Ops & other cross functional channels to ensure Guest Voice is shared and qualitative actionable is created.
• Should be able to take ownership and drive excellence, communication skills and ability to read / present data.
• Partner Management reviewing performance, contract management, invoice processing.
• Concern Management - Owns the concern process from end to end perspective. Close the loop for each case by coordinating with Regional team / Corporate team & Customer.
• Guest Services projects – Ensure that Guest services projects are implemented and executed on ground with maximum impact. Previous exposure to Digital led enablement and tech release done will be an added advantage.
• Other Interpersonal Abilities

Accountability and ownership – a critical aptitude required to succeed in this role.

Desired Candidate Profile