Customer Experience Manager

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Job Summary:

Customer Service Manager

Key Responsibilities:

• Lead, train, and mentor customer service teams across Kerala, Maharashtra, and other locations.
• Develop and implement

  hospitality-style service protocols

  to enhance the customer experience.
• Conduct

  customer service training programs

  , especially focusing on grooming, soft skills, and complaint handling.
• Manage customer grievances with empathy and ensure timely resolution.
• Set performance goals and monitor KPIs for continuous service improvement.
• Coordinate closely with HR and Business Heads to build high-performing service teams.
• Conduct regular feedback sessions, service audits, and team development activities.
• Implement

  customer engagement strategies

  aligned with 5-star service standards.

Candidate Requirements:

• Minimum

  10 years of experience

  in

  Customer Service / Guest Relations

  , preferably from the

  luxury hospitality sector (5-star hotels)

  .
• Strong

  team management, training, and development

  capabilities.
• Excellent communication and interpersonal skills.

• Fluent in Malayalam, English, and Hindi

  – essential for effective regional team and customer communication.
• Willingness to travel across Kerala, Maharashtra, and other regions as required.
• Strong exposure to

  premium customer interaction

  , complaint resolution, and service design.
• Qualification in Hotel Management or related field is a plus.