Role Overview:

Elite Matrimony is seeking a seasoned Service Leader to head customer operations for its Elite segment across South India. This role is exclusively focused on elevating customer experience and loyalty through personalized, high-touch service delivery. The ideal candidate is someone who truly lives by the principle that "Customer delight is not a metric - it's our mission." They should be responsive, flexible, and passionate about serving high-value clients while driving consistency in service excellence.

Location: Chennai

Regions Covered: Kerala, Karnataka, Andhra Pradesh, Tamil Nadu & Telangana

Location: Delhi

Regions Covered: North, East, West & Central India.

Key Responsibilities:

Service Leadership

Lead and manage Elite service operations across the Region, ensuring a culture of excellence, empathy, and responsiveness. Ensure delivery of premium and personalized experiences to all customers, with a focus on retention and satisfaction rather than transactional resolution.

CSAT, NPS & Service Metrics

Own and monitor key service KPIs such as: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Response Time, Resolution Turnaround Time (TAT), Customer Effort Score (CES). Establish governance for periodic service audits, RCA (root cause analysis), and continuous improvement.

Upsell & Cross-Sell (Service-Led)

Leverage moments of customer delight and trust to recommend suitable upgrades or service extensions. Ensure RMs are trained to identify opportunities naturally during relationship-building conversations - never at the cost of customer trust.

Customer-Centric Culture

Build and embed a 24x7 service mindset within the team. Customer delight is not a metric - it's our mission. Treat every client as a long-term relationship, not a short-term ticket. Handle escalations with urgency, empathy, and ownership.

Team Management

Lead a team of Head - Member Experience and Relationship Managers, ensuring accountability, motivation, and goal alignment. Inspire performance through constructive feedback, coaching, recognition, and clear consequence frameworks that align with business goals.

Cross-Functional Collaboration

Work closely with Sales, Product, and Tech teams to resolve service challenges, influence roadmap changes, and elevate the customer journey.

Change Agility

Adapt quickly to new tools, systems, or processes rolled out to improve customer experience. Be proactive in leading pilots, feedback loops, and innovation in customer servicing.

Candidate Profile:

Experience:

- 15-20 years in customer-facing roles.

- Minimum 7-10 years in a senior service management role, ideally handling premium or HNI clientele.

Languages: (South)

- Mandatory: English, Tamil & Telugu

- Preferred: Malayalam, Kannada

Languages: (ROI)

- Mandatory: English, Hindi

- Preferred: Any other Regional like Marathi, Gujarati, Bengali

Core Competencies:

- Deep understanding of customer analytics, RCA, and service dashboards.

- Strong leadership and team-building experience.

- Excellent communication, empathy, and interpersonal skills.

- Proficient in-service improvement methodologies like Six Sigma, Lean, or equivalent frameworks.

- Agile and comfortable with change management.

Preferred Industries:

- Luxury Hospitality (e.g., Taj, Oberoi, Leela)

- Premium Concierge & Lifestyle Services

- Wealth Management - Client Services

- Premium Real Estate - Customer Experience

- HealthTech/EdTech - HNI Relationship Management

- Aviation Ground Services / Lounge Operations

- Customer Success - SaaS or Subscription Models