Manager - Customer Experience (Service Excellence)

Role & responsibilities

Service Excellence Implementation

Feedback Management

Training & Development

Continuous Improvement

Behavioural Competencies

Ensures all Sops are adhered to, and we provide Care like no Other.

Every customer has a warm & caring experience aligned with the Service Experience Plan.

• Lead the rollout and implementation of Service Performance initiatives and programs across all units and departments.
• Monitor and evaluate customer interactions at every touchpoint to ensure service standards are consistently upheld.
• Provide real-time support to frontline teams to enable smooth and effective handling of customer interactions.
• Take ownership of VOC platforms (Google Reviews, RefleX, Write to Us, in-person feedback) to manage end-to-end customer feedback.
• Collaborate with unit teams to ensure timely resolution of issues, address gaps, implement corrective measures, and close the feedback loop.
• Analyze feedback trends, identify systemic issues, and partner with service teams to design and implement targeted interventions.
• Conduct focused workshops with employees to address recurring challenges and customer pain points.
• Contribute to the design, enhancement, and continuous improvement of service training modules, manuals, and e-learning content.
• Conduct New Hire Service Orientation, covering induction, grooming, and communication standards.
• Deliver recurrent, tactical, and specialized service excellence training programs in line with the training calendar.
• Monitor training effectiveness through evaluations, assessments, and feedback loops, recommending improvements where necessary.
• Identify individual and team knowledge or skill gaps and address them through structured training and on-the-job coaching.
• Identify improvement areas from audit findings and collaborate with operational teams to close gaps.
• Co-create service improvement plans with Unit Operations teams and drive timely execution.
• Develop and implement new SOPs across service functions, ensuring alignment, consistency, and compliance.
• Conduct regular unit visits, perform on-ground service assessments, document observations, and share actionable insights with stakeholders.

• Emotional Intelligence:

  Intuitive, empathetic, and perceptive in understanding people and situations.

• Interpersonal Skills:

  Ability to inspire, influence, and engage teams across levels.

• Communication Skills:

  Strong in oral, written, and visual communication, with effective facilitation and presentation abilities.

• Customer & Quality Focus:

  Committed to delivering outstanding patient and family experiences.

• Analytical Ability:

  Applies a deductive, objective, and data-driven approach to problem solving.

• Business Acumen:

  Understands core business functions and aligns service outcomes with organizational goals.

• Resilience & Adaptability:

  Navigates challenges with persistence, composure, and flexibility.

• Collaboration & Teamwork:

  Works effectively across functions, fostering a culture of shared success.

Qualification: Any Degree/Master's

Experience: 10+ Years

Travel is required as per operational needs.

Industry preference: Hotels & Restaurants, Aviation

Interested applicants can share the CVs @ tejaswita.s@motherhoodindia.com