Executive Manager

TLC DigiTech (P) Ltd is a tech product and services company providing end to end digital solutions for customer acquisition, activation, engagement, retention, and loyalty. We have domain expertise in the travel and hospitality space.

Set up over 20 years ago, we have a pan India presence and a regional presence in East Africa and Sri Lanka. With our corporate office in New Delhi, we have a team strength of over 600 people and bring a culture of innovation to deliver excellence. Our integrated teams — spanning Design, Technology, Digital, Support, Contact Centres, and Club Ambassadors — provide a seamless, single-window solution for our customers.

TLC ensures compliance and statutory audits through Big Four global accounting firms an adheres to the highest standards of information security with ISO 27001, ISO 27701 and SOC2 certifications.

We are proud members of CII, FHRAI, TAAI, Nasscom, Dun & Bradstreet, and other leading industry bodies.

For more information, please visit www.tlcgroup.com.

Key Responsibility

• Drive performance and growth across sales and contact centre setup for a large luxury hospitality client. Align strategic objectives with TLC’s goals and ensure delivery against business KPIs.
• Act as the primary liaison with key client stakeholders. Maintain strong relationships through consistent communication, solution orientation, and value delivery.
• Lead, manage and monitor Sales, Stakeholder Management and Contact Centre Management and take ownership of overall Budgets.
• Directly supervise a centralized inbound & outbound contact centre and MIS functions. Oversee daily operations, resource planning, and ensure SLA adherence.
• Ensure recruitment, training, upskilling, and motivation of the centre team. Build a performance-driven culture with strong adherence to compliance, quality, and customer-centricity.
• Champion the adoption of CRM and technology solutions, encouraging continuous team improvement through regular guidance and performance insights.
• Continuously analyze sales data, renewal trends, and performance dashboards to inform strategic decisions and identify opportunities for improvement in underperforming areas.

Job Purpose

To drive sales performance, client satisfaction, and operational excellence for a key hospitality account by leading an entire Centre, ensuring target achievement, and aligning on-ground execution with TLC’s strategic goals.

Experience

Minimum 15 years of experience in leading sales, contact centre operations, and client management, preferably in hospitality or service-driven industries.

Education

Postgraduate degree (MBA or equivalent preferred)

Graduation in Business, Hospitality, or related field is essential