General Manager - Customer Experience/Customer Support - Hospitality

General Manager - Customer Experience / Customer Support - Hospitality

- Our client is a well-funded and established PropTech Firm which offers some very innovative products and solutions around Property which is changing the way the real estate industry works.

- While they already have a great body of work behind them, they are growing rapidly and looking for the right professionals to join them.

- They are looking for a GM Customer Experience to manage the Post Sales Customer Experience for all branches of the organization.

The incumbent will be responsible for:

- Create and champion the Centre of customer excellence

- Manage the post sales journey for customers

- Build all the processes and guidelines driving towards excellence with sole focus on customer centricity.

- Create a customer focused culture.

- Own the customer experience through and create channels to enable the same.

- Be the single point interface for all customer grievances

- Standardize the office's aesthetics setup

- Maximize efficiency: Responsible in offering an environment where operational excellence, in all areas of responsibility

- Voice of customer in the board room. Champion the NPS, CSAT and other feedback / metrics

- Post sales journey: Responsible for managing the back-end service operations support for the entire journey post booking. Eventually building out a world class and industry defining 24 x 7 online customer support and service organization.

The ideal fit would be a candidate with:

- 8+ years of experience in a 5 Star Hotel

- Customer service leadership in Hospitality

- Exceptional written and verbal communication skills

- Must have managed Large Teams

- Exp in Customer Centricity, Voice of Customer, Performance Management

- Be ready to relocate to Mumbai

Please note:

- Do give me an indication of your current compensation

- For obvious reasons we will not be able to share the client's name till we have internally shortlisted your profile

- Your profile will NOT be shared with anyone without your consent

Vipul Agarwal
Zend Consulting Services