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02/01 Vipul Agarwal
Director at Zend Consulting Services

Views:747 Applications:182 Rec. Actions:Recruiter Actions:0

General Manager - Customer Experience/Customer Support - Hospitality (8-20 yrs)

Mumbai Job Code: 1200286

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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