Director at Zend Consulting Services
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General Manager - Customer Experience/Customer Support - Hospitality (8-20 yrs)
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
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