FlipSpaces - AGM/Snag Head - Customer Delight - IIM/ISB/MDI/FMS

ABOUT FLIPSPACES:

We are a Virtual-Reality-Tech-based design and contracting venture that aims at disrupting the way consumers design and execute the interiors of their spaces. At the core of the venture is a path-breaking technology product which gamifies the interior- designing experience for the consumer putting the control of interior-design in the hands of the consumer.

Flipspaces is arguably one of India's Fastest Growing Real Estate ventures with interests in Consulting, Technology, Design and Management of commercial real estate. A venture by high-pedigree entrepreneurs from IIT, the venture looks at transforming the way brands find, design and manage their commercial spaces. With pan India operations we are headquartered in Mumbai, and Flipspaces has offices in Bangalore Delhi, Hyderabad, Gurgaon, USA, Pune, Ahmedabad and soon starting in UAE.

COMPANY GROWTH STORY AND OUTLOOK:

The company was formed in 2011. It started as a manufacturing enterprise with captive production capabilities in modular furniture, wall dcor, loose seating, and home accents. It entered into Interior Turnkey Projects in 2014 and has grown 4X year on year and is geared up for international expansion in USA, Singapore, and Middle East.

The cutting edge technology, in-house manufacturing capabilities, tech-enabled project management & execution, and a huge team of qualified vendors - enables delivering the promise of all services with supreme quality, quick turn-around time, and cost benefits. It's on search for young enterprising candidates which can help create the next level of leadership.

Some of the esteemed clients are Corporates like Times of India, Radio Mirchi, Aditya Birla Group, PnG, BSH, Quantiphi; Co-working operators like Regus, Indiqube, DevX, Co-offiz; Startups like RazorPay, CoverFox, Nobroker, Ninjacart; Restaurants like Chaayos, Busago and many more.

Take a sneak peek at one of our game changing tech which is set to turn the way design ideas are envisioned and iterated... (https://www.youtube.com/watch?v=c-A3MFs7rLc&t=14s)-

Work Culture- Inside Flipspaces- https://www.youtube.com/watch?v=YNzg5-f6YGs

Website: http://flipspaces.com/

Designation: AGM - Customer Delight- Snag Head

Flipspaces is looking for Head of Customer Delight and Snag Resolution Team to lead and manage the overall function of snag resolution of our project sites and ensure highest level of customer delight and engagement experience. He/She is expected to take a leadership role in developing a central function that focuses on keeping customer centricity as the topmost priority and formulate processes to facilitate simplified snag resolution at sites. Flipspaces puts critical emphasis on the Client Delight Quotient across different geographies and SBUs and would expect the Customer Delight Head to work in coordination with the leadership team in order to foster a "Client-first" culture.

If you are well organized, task oriented and eager to contribute to building client relationships, implementing new programs that will increase client delight, business revenue potentials and minimize churn rates, you are the person we are looking for! Ultimately, you will ensure our Client Delight department operates efficiently and aligns with our business objectives.

Key Responsibility Areas :

- Effectively plan, design, develop and evaluate client delight related agenda that support organisational strategic goals

- Leading The Organizations Client Delight Function, Including

- Maintenance of warranty clause post completion of project/ handover Establish clear client retention goals at a PAN India level Plan and execute quarterly visit to handed over site to audit any flaws

- Upsell services and products with the brand image Promote value through customer experience Review customer complaints and concerns and seek to improve the customer experience

- Oversee warranty related work to completion; schedule and track assignments

- To manage all the snag work as per the stipulated timeline

- Coordinate with the concern person to take signoff

- Should be responsible for the quality and quantity of work done

- To arrange necessary materials machines, tools, hardware, wooden components etc. for getting the things done

- Assign different vendors for different types of jobs after taking quotations

- Maintain all records and documentation as needed

- Liaising directly with the executive board and being accountable for the performance of the Client Delight function

- Build management and client relations by addressing demands, grievances or other issues

- Support current and future business needs through the hiring, management, training and development of the overall team

- Develop and monitor overall Client Delight strategies, systems, tactics and procedures across the organization

- Empathy: Empathy is key to putting yourself in the customers shoes and understanding their point of view and experience

- Relationship Management: Relationship management requires solid interpersonal skills to effectively solve problems customers may be experiencing

- Persuasion Skills: Ability to identify customer needs, showcase product benefits, prompt customers to renew, and upsell and cross-sell offers

- Problem-Solving: Solving customer's problems is at the core of what a customer delight team is expected to do.

Desired Skills and Experience :

- Critical Thinking: Ability to consider issues from multiple angles, envision pros and cons, and evaluate options

- Decision-making Skills: Ability to take decisions on time is a critical aspect for success in this role

- Initiative: Ability to work on new initiatives and take charge of seeking solutions

- Time Management: Ability to meet deadlines by prioritizing tasks, budgeting time, and disciplining oneself

- People Management: Creating templates for the customer delight team and lead the team to make the customer experience positive

- Management Ability: Managing other team members such as sales teams, operations team etc

- Preferred From Tier-1 B Schools

- Should have a complete understanding of technical documents

- Excellent written and spoken communication skills

- Ability to nurture effective professional relationship with staff and client

- Sense of ownership and pride in your performance and its impact on company's success

- Critical thinker and problem-solving skills

- Team player

- Good time-management skills

- Great interpersonal and communication skills

- Supervisory experience