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Job Description
- As a Senior Manager/Associate Director in Customer Experience - Post Sales Operations, you will play a crucial role in delivering a seamless, high-quality, and personalized customer experience post-booking. Your primary responsibility will be to lead customer engagement strategies, optimize satisfaction levels, manage service recovery, and drive loyalty initiatives to enhance the overall customer journey. By ensuring that every touchpoint from pre-arrival to post-interaction follow-ups creates a memorable experience, you will contribute significantly to fostering repeat business and strengthening the brand's reputation.
Additionally, you will be responsible for monitoring customer reviews, feedback, and complaints across various platforms, analyzing trends, and implementing improvements based on insights gained. You will establish and oversee service recovery strategies to promptly address and resolve customer concerns, thereby ensuring high customer satisfaction. Collaboration with Product, Operations, and Technology teams to improve customer communications and operational efficiency will be essential.
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To excel in this position, you are required to bring a proven track record in enhancing customer satisfaction, managing service recovery, and driving loyalty programs. Strong leadership and team management skills, excellent communication, interpersonal, and problem-solving abilities are essential. Experience with CRM software, customer feedback platforms, and hospitality technology tools will be advantageous. The ideal candidate should be an MBA graduate from a reputable institute with over 10 years of experience in customer experience, guest relations, or hospitality management.,
Skills
SalesCustomer ExperienceCustomer SatisfactionSales OperationsCRM SoftwareCrisis Complaint ManagementHospitality Technology ToolsTechnology InnovationVendor ManagementData AnalysisCommunicationTeam ManagementCrossfunctional CollaborationCustomer Journey ManagementProblemsolvingCustomer Feedback InsightsTraining DevelopmentLeadershipService ExcellenceIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
MakeMyTrip careers offer an opportunity to join India’s leading online travel company, renowned for revolutionizing the travel industry with its comprehensive range of travel solutions and services. Working at MakeMyTrip means being part of a dynamic team that is passionate about making travel accessible, easier, and more enjoyable for millions of customers. Employees are encouraged to innovate, think big, and work towards enhancing customer experiences through technology, creativity, and service excellence. MakeMyTrip fosters an inclusive work environment that values diversity, collaboration, and continuous learning. MakeMyTrip careers are ideal for those who are passionate about travel, innovation, and delivering exceptional customer service in the fast-paced world of online travel.
Important dates & deadlines?
Application Deadline
25 Oct 25, 12:41 PM IST
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Customer Experience - Post Sales Operations
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