Zolostays - City Head - P&L

Zolo is a Investcorp, Nexus Venture Partners, Mirae Assets, and Trifecta Capital, among others, Series-C company which provides fully managed co-living and student housing spaces. We are India's fastest moving technology startup in the co-living and student housing spaces. With an aim to provide a completely hassle-free long term living experience to working professionals as well as students, our living spaces offer all kinds of basic and luxury living amenities. Our biggest USP for a resident comes from a vibrant resident community, omni channel platform, top notch services such as hygienic and healthy

food, furnished rooms, daily housekeeping, seamless internet facilities, hi-tech security and much more - all enabled by technology.

Founded by alumni of IIM, IIT, AIIMS, ISB in 2015, we are currently present in 10 cities - Bangalore, Coimbatore, Pune, Kota, Noida, Gurugram, Delhi, Hyderabad, Mumbai and Chennai and fast expanding to other geographies. We are at a team size of 700+. Serving approximately 16,000-20,000 customers daily as we speak, we have aggressive growth plans of catering to around 1,00,000 by the year-end.

The role of the City PnL Head would encompass the following:

- Driving business profitability - ensure that targets are achieved on revenues as well as costs at the city level, through influencing metrics of occupancy, pricing and operational costs

- Delivering target service levels and operational metrics- by supervision of end-to-end property operations, managing cluster level teams, defining SOPs and business processes, ensuring compliance and handling escalations

- Managing customer satisfaction and churn - Be owner of customer satisfaction metrics through service delivery and keeping churn numbers within target levels, monitoring and handling escalations of customer complaints

- Managing Operations team hiring and retention - through proper manpower planning, acting as a mentor to mid-level team members and conducting pulse checks of the junior levels

Developing strong information dashboards - ensuring the right data processes are in place for effective data capture and analysis to enable quick decision making

- City Expansion Strategy

- Develop and handle key accounts/corporates for the city

KPI of the Role

- City EBITA at "X" number of beds

- City Net Promoter Score

- City's Employee Net Promoter Score

Skills Required:

- Business Acumen

- Operation Excellence and process excellence

- Team Handling Skills

- Analytical Ability

- Local Language & Local Market understanding

- Decision Making and Problem Solving skills