Mahindra Holidays - Digital Member Experience Manager - IIT/NIT/BITS

Company Overview:

Mahindra Holidays & Resorts India Ltd., (MHRIL) is a part of the Leisure and Hospitality sector of the Mahindra Group and brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started in 1996, the company's flagship brand 'Club Mahindra Holidays', today has a fast growing customer base of over 218,000 members and 50 beautiful resorts at some of the most exotic locations in India and abroad.

Over the last decade, MHRIL has established itself as a market leader in the family holiday business. The company has followed a two pronged strategy - rapidly increasing its bouquet of resorts to provide more variety in holidaying options and enhancing its service levels to its members to provide delight at every point of interaction. All MHRIL resorts are totally geared to cater to a variety of holiday needs and experiences in all areas of operation, from housekeeping to food & beverage to holiday activities. Creating and managing the holiday experience is a core strength.

MHRIL also has a strong network of sales teams spread across length and breadth of India and abroad for acquisition of newer members. The two customer facing business units are centrally supported by corporate enablers to provide its members with world class hospitality and memorable holiday experiences.

Accountabilities:

- Work on the digitization of members journeys through Website, Mobile App, Chat Bots, Email Bots, Whatsapp Bots, Voice Bots and interactive WhatsApp journeys (Inbound and Outbound Use Cases) and implement in coordination industry-best partners.

- Continuously monitor industry developments and technologies on Digitisation, Automation, Apps and Bots and identify potential partners who can bring in AI journeys to member lifecycle

- Design and deliver complete end-to-end member facing Use Cases across the member lifecycle across all touch points through all self service channels

- Benchmark self-service journeys on websites, apps and Bots across best-in-class B2C players in the hospitality industry globally as well as top NPS companies in the service sector globally and bringing good practices to MHRIL

- Learn AI/ML technologies from a business user's perspective so that optimal automations can be done in the digital journeys. Keep abreast on platforms such as IBM Watson, Google APIs, Amazon Alexa technologies, etc.

- Analyse member interaction data on all self-service channels and identify areas of improvement and simplifications and reduce Agent handovers

- Drive NPS of digital platforms through analysing customer feedback and incorporating improvements to reduce customer effort and improve user journeys.

- Good understanding of business applications of technology across all Conversational AI platforms

- Prior experience in digitizing customer journeys in service industry

- Great oral & written communication skills in English

- Good Analytical skills with excellent control over data gathering, data storage and data analytics

- High problem-solving ability

- High degree of ability to work with cross-functional teams, Collaboration with multiple stakeholders

- Passion for work and high degree of dedication

- High learning agility

- Positive thinker, sees the Glass half full instead of half empty

- Hardworking and self starter

- Smart and Intelligent, ability to think laterally

- High aptitude and ability to articulate

- 3 to 5 yrs experience

Qualification - B. Tech. (Engineering completed with Tier 1 college)

Should have handled Web self-service / App / Bots / WhatsApp automation for Customer Service in past work experience from Business side