Manager - Customer Experience (Service Excellence)

10 - 15 years

11 - 17 Lacs

Posted:4 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

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

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