Member Experience Manager

Dear Candidate,

Greetings from Club Mahindra.!

Roles & Responsibilities

Perfect execution of all members facing processes at the branch with Zero Error

1. Ensure TATs of all processes are adhered to with 95%+ compliance
2. Frequent member engagements at Metros, Tier 2/3 cities through Heart to heart

events, Coffee meets, FoS visits to members premises, etc. for proactive engagement and doing farming / referral sales (HFRP).

1. Increase Share of members wallet - Upgrades of memberships through servicing
2. Improving Unique members holidaying with proactive holiday planning and member education.
3. Improve Active Base of the Branches with a clear strategy and flawless execution
4. Reduce member cancellations and retain members at interaction level
5. Meet members every month and understand the pulse of the market
6. Arrest member concerns Dis-engagement alert system
7. Travel to branches frequently and motivate the team and keep morale high
8. Work closely with Corporate MEM team to meet functional goals
9. Governance and monitoring of all processes being executed at Branches
10. To ensure all the staff are well trained and are updated with process changes at regular intervals.
11. Daily / Weekly Dashboard review with Corporate MEM team and Chief of ME & BE

Experience Required:

1. Exposure to DRR targets is preferred
2. Managing Teams and creating result-oriented environment
3. Self-motivated for Individual and Team target achievement

Qualification: Graduate and above

Experience: 7-12 years

Interested candidate can share their CV on Ajita.Trivedi641@mahindraholidays.com