GM/DGM/Head - Customer Experience - Aviation/Hospitality Call Centre

We are looking for Head Customer Experience role with one of our renowned client for Gurgaon location

Details are as below :

Position : Head - Customer Experience (looking candidates only from Aviation/hospitality industry)

Level : GM/ DGM

Location - Gurgaon

Job Description :

Focus on customer service strategy and SOP across the business, particularly in the areas of customer interfaces, people competency development and policy/process enhancement

Develop and Deploy Service Excellence framework

Analyze and Prioritize customer requirements and develop key metrics that will track service performance. Spur and drive innovation that creates significant differentiators (industry firsts) in the area of customer service leading to customer delight

Track and evaluate team performance against key operating metrics

Identify key opportunities/leverage points and expectations in the customer journey experience including pre-flight and post flight to achieve customer satisfaction

Audit customer journey experiences for opportunities to improve service effectiveness among cross-functional areas. Empower coach staff to deliver excellent customer service through training initiatives (internal or external).

Build capability in service delivery through effective benchmarking within and outside industry while leveraging practices and processes of parent companies.

Sustain a positive environment where staff (including service partners) display high levels of motivation and excellent team spirit through effective staff engagement efforts and staff recognition schemes

Collaborate with internal stakeholders to define Standards & monitor for performance

Manage customer relations and communications (all mediums) and customer experience surveys and analytics team

Oversee the outsourced Call Centre

Develop measures to improve customer satisfaction and increase customer delight working with operating departments, Manage the customer service recovery program and processes and manage the unruly pax handling initiative.

If Interested kindly share the updated CV