Customer Experience Manager - Hospitality

Role Overview:

We, at Zolo, are looking for an Associate/ Sr Associate - Taxation personnel who will be acting as a strategic consultant related to business analysis, managing indirect taxes, dispute resolution, and global enterprise tax solutions.

About ZoloStays:

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.

About the Role / Responsibilities:

The role of the Customer Experience Manager would encompass the following:

- Customer Delight - Delight and wow the customers through service and hospitality culture, managing low failure rates of services, handling customer escalations

- Customer Acquisition and Conversion: Identify and source new sales opportunities through inbound lead follow-up, meet and convert customers daily through schedule visits and walk-ins, handle churn management of existing residents, drive referral programs, manage hyperlocal marketing activities etc.

- Property Operations: Supervision of property staff and their daily tasks Team Management - handle a team of 5-6 people

- Community Events: Organize community events at Zolo Properties

- Data Recording and Analysis: Maintain customer data, analyze them and come up with insights to improve customer satisfaction, retention and acquisition

- Cost management: for all properties in the cluster, to keep cost under guidelines

- Compliance activities: in terms of keeping all records for the residents, staff and vendors

KPI :

KPIs for the role would be the following:

- Maintaining a high Customer Satisfaction Score for all properties in the cluster

- Meeting occupancy targets for all properties in the cluster

- Cost management and control

Desired Experience/ Background :

- Prior Community & Operations Experience: We are looking for young and energetic team players with experience in sales, operations and general management, preferably in B2C industries like hospitality, banking, insurance, supply chain and logistics.

- People Management Experience: The ideal candidate should have prior experience of dealing with people across levels and managing outcomes under all circumstances.

- P& L : Should have sound knowledge on P&L.

Desired Competencies:

- Strong customer handling skills

- Strong people management skills

- Strong problem solving and analytical skills

- Good program management skills

- Should exhibit a high degree of initiative and on-the-ground execution focus

- Languages: Complete Fluency in English and Regional language is a must

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