About Pickyourtrail:
Pickyourtrail is the Indian millennials most loved leisure travel brand.
Our mission is to make a positive impact on people by delivering meaningful & memorable experiences through travel.
We take pride in having built Indias biggest b2c product company in travel which is also a Do-It-Yourself vacation builder platform.
Over 100,000 travelers from 14 countries have picked their trail with us and have rated us exceptional across TrustPilot, Facebook and Google.
In fact, Google in its travel survey had cited Pickyourtrails model of combination of expert-led advice and tech platform as the desired solution for the vacation industry.
With an NPS score of 60+, We scontinue to focus on delivering exceptional value and experiences for the new age travelers breaking away from the traditional packaged tours model.
Why work with Pickyourtrail:
The most obvious question is on the industry The travel Industry has been the worst hit in the Pandemic.
We strongly believe that with the vaccination percentages and overall understanding of the disease the worst is behind us.
The next 12-24 months is a watershed moment in the travel industry and more so in the Leisure vertical.
The huge pent up demand is real look around and almost every 2nd person you come across wants to take a break.
By joining any travel company, you are buying a shot at an accelerated career growth over the next few years!.
Pickyourtrail is one of the very few travel startups that have survived the pandemic.
We have not only survived but also increased our product portfolio to now include Domestic Staycations, Global markets (Dubai and USA) in addition to our India outbound market.
Despite the tough circumstances surrounding the pandemic we have managed to maintain and in fact grow our glass door rating to 4.2 on 5.
If you are coming in with meaningful work experience, Pickyourtrail offers you 3 key benefits.
Clear strategy and Roadmap Even the pandemic didnt get us to pivot :) At Pickyourtrail, you are assured of an environment which is stable with respect to overarching goals.
This gives you a stable base to experiment and drive towards the desired end state.
We shy away from randomisations and strive towards a well drawn down quarter operating plan to ensure that all teams across Revenue Design Marketing Engg Operations Product are aligned.
High Impact Opportunity We believe that leisure travel is where online meetings were in feb 2020 waiting to explode.
There could be no better time to leverage your past experience to help the organization grow faster towards the desired outcomes.
No Cap to Earning Potential As the saying goes, more the merrier.
At Pickyourtrail, rewards are unlimited.
Higher the happiness you bring on to our customers by planning a meaningful vacation, higher the rewards the company would extend.
B2C Product company: Every fresher dreams of working in a product company and here you will get to work with the best b2c product based company in namma Madurai.
Summary About The Role:
- Youll lead the customer experience and concierge teams, ensuring top-tier service and 24/7 support during trips.
- Your role involves optimizing customer feedback loops, improving key metrics like NPS and CSAT, handling escalations, and driving continuous improvement.
- You'll also analyze data to enhance service and collaborate with cross-functional teams for a seamless customer experience.
- Leadership, customer obsession, and data-driven strategies are at the core of this role!
What Youll Do:
Customer Experience Magic:
- Craft and execute strategies that take our customers on a smooth, stress-free journey from the first step of planning to the final post-trip check-in.
- Create a loop of constant improvement by gathering feedback, implementing changes, and boosting metrics like NPS, CSAT, and customer loyalty.
- Work closely with our amazing teams across sales, product, and tech to ensure that every part of our service fits what our customers want.
- Keep an eye on any bumps in the roadtackle escalations and turn negative reviews into opportunities for growth.
On-Trip Hero Support:
- Lead our concierge team to provide 24/7, real-time assistance for customers on their trips.
- You'll be the invisible hand making sure everything runs smoothly.
- Train and empower the team to resolve any customer issues like a pro, delivering exceptional service every time.
- Plan winbacks for those tough situations with unhappy customers, ensuring consistent communication to handle expectations and manage any concerns before they become big issues.
Leadership & Team Empowerment:
- Build, guide, and inspire the customer experience and on-trip support teams to hit performance targets and KPIs like a boss!.
- Cultivate a culture of customer-first obsession and ongoing improvement across the board.
- Spot talent within the team and nurture future leaderswere all about growth!.
Data-Driven Mastery:
- Dive deep into customer feedback and data to identify pain points and make travel experiences better.
- Stay ahead of the curve by spotting trends and addressing any systemic issues before they impact our travelers.
- Share valuable insights with the product and tech teams to enhance our app and CRM for smoother customer interactions.
Who Were Looking For:
- 6+ years of experience in customer experience, travel operations, or concierge services, with at least 2 years in a managerial role.
- Proven success in managing customer journeys, boosting CSAT/NPS, and handling escalations with grace under pressure.
- A customer-obsessed approach to everything you do!.
- Strong analytical skills with a love for using data to drive improvements.
- Excellent crisis management and problem-solving skillsyoure the calm in the storm.
- Superb communication and people skills to engage with customers and lead your team effectively.
- Experience in building and leading high-performing teams.
Ready to take on a role where you can shape unforgettable travel experiences and lead a passionate team? Come join us!
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