MakeMyTrip.com - Head - Customer Experience

Ensure Standardized Customer Experience :

- Create and modify processes that ensure the correct set of budget hotels remain in the program

- Ensure team executes the processes seamlessly on the ground

- Customer Service Management-Investigate and troubleshoot customer service issues and ensure the same is resolved by the team at the earliest

Productivity Management :

- Guide team to analyze weekly performance of the select hotels across India.

- Coordinate across departments to ensure performance issues are addressed at priority.

- Formulate productivity enhancement enablers that ensure the program is the most sought after by the hotels in its category

a) Generate ideas on what enablers MMT can provide for hoteliers for making the program attractive to them

b) Pilot the enablers to get feedback from the hoteliers

c) Roll out the enabler to the entire set of select hotels

- Collaborate with product and technology team to develop a deep understanding of customers, identify gaps in core product functionality and help build right set of features and track adoption for same

- People management-The role encompasses 5 direct reports and would require him to work very closely with them.

What we are looking for :

- An MBA from a top premier institute with 3-6 years of business management experience

- Passion to build new businesses

- Able to work and thrive in a multi-tasked fast paced environment

- Strong problem solving, analytical skills & a high degree of business knowledge

- Strong understanding of sales and service strategies, including a working knowledge of account and inventory/revenue management