Customer Experience Manager (Hotels)

Job Title: Manager – Hotel Customer Experience (CX)

Role Overview:

Customer Experience Manager

Key Responsibilities:

Team Management:

• Lead and manage a team of customer service agents focused on hotel-related queries, complaints, and escalations.
• Drive daily performance metrics: TAT, FCR, CSAT, and VOC closure.

Customer Advocacy:

• Be the voice of the customer — identifying trends, pain points, and areas for improvement in the hotel booking journey.
• Own and resolve high-priority escalations, ensuring closure with empathy and clarity.

Vendor/Partner Management:

• Manage external call center vendors — including governance, reviews, performance scorecards, and calibration.
• Align with vendor training, QA, and workforce planning teams to maintain consistent service quality.

Process Excellence:

• Drive SOP adherence, audit readiness, and compliance across the hotel support vertical.
• Collaborate with internal product, operations, and finance teams to close loops and streamline customer journeys.

CX Initiatives & Insights:

• Launch CX improvement projects with measurable impact.
• Generate weekly/monthly insights for stakeholders; present data-backed recommendations.

Key Requirements:

• 8–10 years of experience in Customer Experience / Customer Support roles, preferably in

  OTAs or travel-tech firms

• Hands-on experience managing

  hotel-related support

  in a B2C setup
• Prior experience in managing

  call center vendors / BPOs

• Excellent communication skills — both verbal and written
• Strong analytical and problem-solving skills
• Ability to manage stakeholders across levels and functions
• Comfortable working in a fast-paced, data-driven environment

Nice to Have:

• Experience in CRM tools like Freshdesk, Salesforce, or Zendesk
• Exposure to speech/text analytics tools
• Familiarity with hotel partner operations or contracting processes

Why Join Us?

You’ll be at the frontlines of shaping the customer experience for thousands of hotel travelers, with the opportunity to influence product, policy, and process. Be part of a customer-first culture that values ownership, empathy, and innovation.