Stanza Living - Manager - Customer Experience

About the company:

Stanza Living is a Series-D funded organization providing fully managed co-living and student housing spaces. We are India's fastest moving technology start-up in the co-living spaces.

Founded by alumni of IIM - Ahmedabad, Anindya Dutta and Sandeep Dalmia We are currently present in 25+ cities and expanding to more geographies. We are at a team size of 2700+, with an inventory count of 75k + beds. Our biggest USP for a resident comes from a vibrant resident community, omni channel platform, top notch services such as hygienic, multi cuisine and healthy food, furnished rooms with beautiful interiors, daily housekeeping, seamless internet facilities, hitech security and much more. For more details, please visit our website: https://www.stanzaliving.com.

Today, we are:

- Most capitalized player in the managed accommodation space, backed by global marquee investors - Alpha wave, Equity International, Sequoia Capital, Matrix Partners and Accel Partners

- Recognized as the Best Real Estate Tech company across the Globe in 2020 by leading analysis agency, Tracxn

- LinkedIn Top Startup to Work for - 2022

Key Responsibilities:

- As a leader with a high sense of empathy, you will help drive the mission of solving for the customer.

- Create a strong vision for a world-class customer experience and set a clear roadmap for the internal teams to achieve.

- Percolate CX metrics across the organisation by defining and tracking CSAT indicators across channels.

- Own every step of the customer journey by carefully mapping, interfacing and measuring customer feedback at different touch points including app, tele-callers, third party pickup, service executives & customer support.

- Proactively identify risks/ failure points in the customer journey and partners with product, operations and growth teams to mitigate it.

- Tracks escalations to ensure appropriate service recovery.

- Works with operations design team to ensure continuous improvement in service SOPs.

- Drives adherence to key quality metrics.

- Continuously monitors deviances in processes/ CSAT and employs corrective measures.

Skills/Experience Required - Experience is creating & executing a transformational customer experience journeys for a high-growth company.

- Attention to detail in all aspects around process, product, people & data.

- Sense of empathy for the customer; be the voice of the customer for the organisation.

- Ownership and bias-for-action mindset to deliver a superior customer experience at scale.

- Leadership skills to influence and drive a culture of customer obsession across the organisation.

Professional Qualifications:

- Graduate/Postgraduate with 5-8 years' experience in the service industry or high growth startup.

- Strong inclinations/expertise of process improvements and re-engineering.

- Experience of driving quality management systems to improve effectiveness in teams/ processes.

- Excellent people managing skills across multiple teams/locations.

- Strong analytical, strategizing, problem-solving and reporting.