Senior Manager - Customer Experience - Travel/Tourism

Education: Minimum: Postgraduate or Global Equivalent Degree in any stream

- Over 15 years of work experience in Travel / Hospitality industry of which last 5 to 7years should be in senior management position/level.

- Should have worked with statistical analysis tool

- Implementation knowledge on Metrics, SLAs programs and worked on defining and automating Metrics

- Should have conducted process and Product audits

- Should have worked in automating Processes Metrics/IQA etc.

- Should have cross domain knowledge and experience (e.g. HR, IT, Admin, Finance, Operations) in a large set-up spread over a wide geographical area.

- Experience in strategic planning & execution

- Design and develop Customer Care (Complaints, Refunds & Social Media channels) procedures & modules

- Develop service level standards focused on response times and issue resolution.

- Take ownership of customer issues and follow-up with problems through adequate solution.

- Improve customer service experience & create engaged customers

- Take ownership of customer's issues and following problems through to a resolution and provide feedback to the company regarding service failures or customer concerns.

- Set a clear mission and deploying strategies focused towards that mission

- Develop service procedures, policies and standards

- Manage the day-to-day performance of the Customer service function to deliver a best in class service, meeting or exceeding all KPIs and within budget.

- Set the strategy for the development of the customer care function, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

- Be responsible for the end to end customer care processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.

- Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

- Deliver cost efficiencies and increased in Customer Satisfaction Scores.

- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met as applicable to the function.

- Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes

- Judicious use of natural resources

- Shall adhere to the environment health and safety policy/objectives and guidelines of the organization