Head - Customer Experience - Hotels

- Principal responsibilities include Measurement and monitoring of Customer Experience at different level of the Customer life cycle journey.

- Experience in Governance through NPS monitoring and Mystery audit and various other monitoring through Contact Centre.

- Management of contact center which involves all digital lead management, feedback collection, Complaint Management, Road Side assistance etc.

- Monitoring of Sales CRM for the business module with IT coordination.

- Should be dominant Striving and Relating talent

- Competencies required for the Job: Strategic Business orientation, Managing Change, Customer Experience & Focus, Innovation, and Execution Excellence