Associate Director - Client Excellence Group

Position Purpose:

The Associate Director - Experience will lead the member experience strategy for TS Suites in Hyderabad and Pune.

This leadership role includes managing a team, creating impactful community experiences, and driving client engagement and satisfaction across all touchpoints within the space.

Key Responsibilities:

Strategic Leadership

- Develop and implement a member experience strategy aligned with company goals and values.

Team Management

- Lead, mentor, and support experience managers and community associates to deliver exceptional service.

Member Engagement

- Plan and execute events, initiatives, and programs that promote community, collaboration, and networking.

Feedback & Improvement

- Collect and analyze feedback to continuously improve the member experience and address concerns proactively.

Cross-Functional Collaboration

- Partner with marketing, sales, and operations to ensure seamless delivery of the experience strategy.

Budget Management

- Oversee the member experience budget, ensuring efficiency and high-impact utilization.

Performance Measurement

- Define and track KPIs related to client satisfaction and program effectiveness; report regularly to leadership.

Brand Advocacy

- Act as a brand ambassador, ensuring every touchpoint reflects the companys values and mission.

Behavioural Competencies

- Strong leadership with a creative problem-solving mindset

- High levels of integrity, professional judgment, and maturity

- Exceptional stakeholder management and influencing skills across all levels

Knowledge & Skills Required

- Superior planning and multi-project management capabilities

- Strong execution mindset with the ability to resolve ambiguity and drive change

- Excellent interpersonal and communication skills with the ability to lead and inspire teams