Job Title : Divisional Manager - Member Interaction  Function - Member Relations  Sub-Function: Centralized Customer Services  Location : Mumbai Corporate Office, Worli  Reports To (Title) Functionally - National Head - Member Relations  Administratively - National Head - Member Relations  Superior's Superior (Title) - Functionally MD & CEO  Administratively - MD & CEO  Job Purpose -  Manage all member interactions through centralized customer service channels to provide a positive member experience  Company Overview -  - Mahindra Holidays & Resorts India Ltd., (MHRIL) is a part of the Leisure and Hospitality sector of the Mahindra Group and brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started in 1996, the company's flagship brand - Club Mahindra Holidays-, today has a fast growing customer base of over 183,000 members and 45 beautiful resorts at some of the most exotic locations in India and abroad.  - Over the last decade, MHRIL has established itself as a market leader in the family holiday business. The company has followed a two pronged strategy - rapidly increasing its bouquet of resorts to provide more variety in holidaying options and enhancing its service levels to its members to provide delight at every point of interaction.  - All MHRIL resorts are totally geared to cater to a variety of holiday needs and experiences in all areas of operation, from housekeeping to food & beverage to holiday activities. Creating and managing the holiday experience is a core strength.  - Apart from the exquisite resorts operations, MHRIL also has a strong network of sales teams spread across length and breadth of India and abroad for acquisition of newer members. The two customer facing business units are centrally supported by corporate enablers to provide its members with world class hospitality and memorable holiday experiences during their association with MHRIL.  Budget Handled / Responsible for Number of People / Extent of Signature Authority  - Approval of Vendor Payments  - 3 - 4 direct reports  Accountabilities :   - Build and manage a centralized Customer Services Organization for Member Interactions  - Evaluate and finalize an Outsourced Vendor for partnering with us to deal with member interactions  - Align the vendor with our processes and systems and the required know-how to help them provide positive member experience  - Program Management with the vendor along with establishing mutually agreed service levels  - Meet and exceed the mutually agreed service levels  - Support the outsourced vendor and help them appropriate solutions on various day-to-day matters relating to staffing, handling member complaints, exceptional situations, escalations etc  - Continuous monitoring and periodic review of the vendor's performance on various parameters and taking remedial actions as necessary  - Analyze risks and ensure data security, business continuity, disaster recovery and compliance of various laid down processes etc  - Strive for continuous improvement through innovation with a view to enhance member experience by coordinating effectively with the various departments  Internal Persons & Purpose:  Marketing / FIT Team :  Social Media Member Interactions  - Inventory Management  - Member Communications / Collaterals  - Heart to Heart Campaigns  Customer Acquisition :  - Holiday Planning  - Issues & Escalations   - Campaigns & Offers  Finance : Payments  Legal : Member Cases / Escalations  IT :  - Technology Issues  - Automation  - Website  Resort Operations :  Service Recovery  - Escalations  External Persons / Organizations & Purpose :  SERCO : Centralized Customer Services  Members :  Holiday Planning  - Grievance Redressal  Other Vendors :  Support  Exchange Partners - Exchange Member Holidays  Other skills:  - Effective Business Partnering  - Excellent Communication and Leadership Skills  - Strong Results Orientation  - High Energy and Passion  - Customer Centricity  - Innovation and creativity  - Analytical ability   - Relationship Management

Mumbai

Mahindra Holidays - Divisional Manager - Member Interaction  

Mahindra Holidays - Divisional Manager - Member Interaction   ,Job Description for Mahindra Holidays - Divisional Manager - Member Interaction   in Confidential in  Mumbai for (18-24) years of experience. Apply Now!

Job Description for Mahindra Holidays - Divisional Manager - Member Interaction   in Confidential in  Mumbai for (18-24) years of experience. Apply Now!