Customer Experience Manager

Role Name: Manager – Customer Happiness Operations

Position Title:

Manager – Customer Happiness Operations

Function:

Commercial

Location:

Gurugram

Reports to:

Head – Customer Happiness

Role Level:

TBD

1. Job Purpose

2. Responsible for overseeing and optimizing the operational aspects of customer service for the airline
3. Responsible for ensuring efficient and effective customer interactions, managing a team, and implementing strategies to enhance overall customer satisfaction

4. Key Accountabilities

Customer Happiness Operations

1. Develop and implement efficient customer service processes to ensure timely and accurate resolution of customer queries and issues
2. Monitor and analyse operational metrics to identify areas for improvement and implement strategies for enhancement
3. Establish and maintain quality standards for customer interactions
4. Conduct regular audits to ensure adherence to quality benchmarks and provide feedback for continuous improvement
5. Collaborate with cross-functional teams to identify opportunities for improving the overall customer experience
6. Implement initiatives to proactively address customer needs and preferences
7. Utilize data and analytics to identify trends, customer behaviour patterns, and areas for improvement
8. Provide actionable insights to the Head - Customer Happiness for strategic decision-making
9. Utilize data and analytics to identify trends, customer behaviour patterns, and areas for improvement
10. Provide actionable insights to the Head - Customer Happiness for strategic decision-making
11. Ensure compliance with industry regulations and company policies in all customer service operations
12. Stay updated on industry best practices and recommend improvements accordingly

Team Management

1. Supervise and lead a team of customer service representatives

1. Conduct regular team meetings, provide guidance, and foster a positive and collaborative work environment

1. Implement training programs to enhance team skills and knowledge

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

1. Skills Required for the role

Problem Solving abilities

Strategic Outlook

Strong Interpersonal Skills

Coordination & Planning Skills

Customer Centricity

Stakeholder Management

Team Building Skills

1. Educational and Experience Requirements

Minimum Education Requirement

• Bachelor’s/Master’s/MBA degree in Business, Hospitality, or a related field

Minimum Requirement

Desired

Experience

• 6-8 years of relevant experience in customer service management within the airline industry
• Experience with airline industry regulations and standards