Head - Customer Relationship - Global Media Group

About the Company :

The Company is renowned for provocative, influential, award winning content-across brands, across platforms, and across continents. They are committed to attracting new talent to keep them at the top of their business. If you are looking to be part of a culture of excellence marked by editorial integrity and superior design, we invite you to explore this career opportunity and see how your talent and aspirations might fit within the company.

The Company is home to some of the world's most celebrated media brands. It publishes the leading consumer magazines, business-to-business publications, websites, apps for mobile and tablet devices, all of which define excellence in their categories. It has won more National Magazine Awards over the past ten years than all of its competitors combined.

CORE ROLE

- Converts an ENQUIRY into a CUSTOMER

- Is the subject matter expert to potential customers

- Owns and manages HNI Customer Relationships - from the Customer Acquisition Process to the Customer Database

- Responsible for Hiring, Training & Managing the Customer Services Team

SELLING

- Achieves targeted revenue

- Oversees all customer interactions

- Manages UHNI & VIP customers personally

- Ensures successful completion & delivery of services for all clients

- Responsible for complaint & feedback handling

- Manages team schedule for travel across markets

STAKEHOLDER MANAGEMENT

- Marketing Team to maximise customer lists

- Brand Team for input and material from brands. Appointments with brands. Feedback and complaints regarding brands

- Finance Team to ensure customer paperwork and payments are timely

- Technology Team for the updation & maintainence of selling tools

CANDIDATE PROFILE

PERSONALITY/OTHER

- Female, has personality to inspire confidence and relate to HNI families

- Genuine interest in key categories of the wedding market

- Strong customer-centric ethic

- Adaptable to different customers based on social/cultural/religious sentiments

- Has social & personal exposure to weddings and affluent buying behaviour

- Flair for networking and investing extra time to meet and develop influencers in the business

- Independent and self motivated

- Business Development orientation to gather relevant intel and leads

- Mature & compassionate personality - easy to work with and commands respect of team

- Excellent time management and organisation skills

- Willing to travel extensively

- Relentless, proactive availability

- Most likely Delhi based

KNOWLEDGE/SKILLS/EXPERIENCE

- 15 to 20 years post education work experience

- Expected to be over 40 years of age, must have ability to influence customers in 50s & 60s

- Average 10 years experience in the hospitality sector - Guest Relations and/or Banquet Sales handling the weddings segment

- Deep knowledge of affluent social set, buying behaviour, wedding business, categories and brands

- Leadership skills to manage a team

- Ability to work collaboratively across the organisation's stakeholders

- Result oriented