OYO Rooms - GX Lead/Head - Customer Satisfaction

JOB RESPONSIBILITIES :

- Create a strategy to increase key performance indicators including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Resolution TATs (Turnaround Time) for addressing issues, in order to offer a faultless support system to business partners Customers

- Develop standard operating procedures to ensure consistent exceptional service is provided to end users/customers.

- Implement a system standard manual for owners to outline various guest experience measures to be provided.

- Develop original ideas for engaging property managers and owners to provide better guest experience

- Manage partnerships with partners (OYO Hotel) from the point of sale through the partner lifecycle to improve experiences that they provide to customers.

- Charged with ensuring customer support is provided to every user throughout their customer journey

- Work together with people from different backgrounds to identify issues and create solutions

- To save time and team resources, develop repeatable procedures, tools, and frameworks for use while tackling customer issues.

- Generate insights into the potential causes/triggers of churn using field research and historical data. Experiments can be used to verify and evaluate the hypothesis.

- Work closely with diverse stakeholders to ensure the smooth launch of programmes that will broaden the consumer base and keep existing customers.

- Participating in important business meetings on operational issues with the revenue/finance team.

- Conduct regular business partner surveys to learn about issues and create a plan for further improvement through process and product improvement.

- Manage all customer and business partner feedback and escalations in order to promote improvements. To respond to urgent calls from business partners and customers, it is necessary to plan a support system using both labour and products.

- Create initiatives that help to drive successful product adoption and implementations for hotel owners by aligning cross-functional teams around product adoption and make it part of the company strategy.

- Make connections with and organize meetings with current hotel customers in the US market by visiting states where we operate in order to go through the main agenda with the customers, such as revenue growth, adherence to OYO policies, recommendations to potential customers for new hotels, etc.

- Attend weekly and monthly meetings with the business partners to discuss and deliver engagement updates, resource plans, financial updates, and commitments at the project level.

US SHIFT