Senior Manager - Customer Success - Internet/Online

1. Customer SUPPORT - Keep real time pulse on our members, prevent escalations and ensure all concerns are closed with high satisfaction

2. Member Experience - Continuously measuring the member experience for all the services provided by Twin and working with different BUs to ensure initiatives are being taken to improve the experience. Picking up poor experience ratings and resolving the issues via the Care process

3. Member NPS - Capture member NPS regularly and picking up poor NPS ratings and resolving the issues via the Care process

Responsibilities:

- Establish multiple customer feedback mechanisms that empower clients to provide transparent feedback throughout their journey and ensure that the feedback is communicated internally on a weekly basis to enable ongoing improvement of products and services

- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

- Create/improve processes and ensure the necessary tools are in place to maximize the team's impact and productivity

- Assess business-critical processes and metrics; maintain, measure, and enhance operational dashboards, team and client performance across all Care functions to ensure processes are designed to drive high performance.

- Provide management level visibility through weekly updates on key initiatives and KPI's for the team

- Support the development of executive level presentations and perspectives.

- Recruit and develop a high performing team

- Foster collaboration within the different business units of company across India and US

- Drive operational practices to track performance of teams and individuals

Your Qualifications and Attributes:

- Bachelor's Degree from tier-1 institute, MBA would be preferred

- Minimum 8-10 years of experience in Customer-Care roles in B2C industry preferred with at least 3-4 years in the startup / fast- growing organization

- Comfortable in engaging senior executives in strategic discussions and lead Executive Business Reviews

- Excellent English written and verbal communication skills

- Passion for solving customer challenges and commitment to customer delight

- Proven ability to coach, mentor, and develop individual contributors

- Proven ability to develop strategies, translate them into initiatives and track successful delivery

- Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning

- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

- Able to collaborate across the organization and with external stakeholders

- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction