Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Customer Experience - AM Pickyourtrail

6.0 - 10.0 years

0 Lacs

chennai, tamil nadu

On-site

Pickyourtrail is the Indian millennials most loved leisure travel brand, aiming to make a positive impact on people by delivering meaningful and memorable travel experiences. As India's biggest B2C product company in the travel industry, we have developed a Do-It-Yourself vacation builder platform that has been embraced by over 100,000 travelers from 14 countries. With exceptional ratings on TrustPilot, Facebook, and Google, our unique model combining expert-led advice and a tech platform has been recognized as a desired solution by Google in the travel industry. Despite the challenges posed by the pandemic, Pickyourtrail has not only survived but expanded its product portfolio to include Domestic Staycations and global markets such as Dubai and the USA. By maintaining a glass door rating of 4.2 out of 5, we have demonstrated resilience and growth during these tough times. As a Customer Experience and On-Trip Support Manager at Pickyourtrail, you will play a crucial role in ensuring exceptional customer journeys from pre-trip planning to post-trip follow-up. Your responsibilities will include leading customer experience and concierge teams, optimizing feedback loops, improving key metrics like NPS and CSAT, handling escalations, and driving continuous improvement. Collaboration with cross-functional teams and data-driven strategies will be essential in delivering a seamless customer experience. Your key responsibilities will include: - Crafting and executing strategies to ensure a smooth and stress-free customer journey - Implementing improvements based on feedback to enhance metrics like NPS, CSAT, and customer loyalty - Providing 24/7 real-time assistance to customers during their trips - Leading the concierge team to resolve customer issues effectively - Empowering the team to deliver exceptional service and handle escalations - Building and inspiring the customer experience and on-trip support teams to achieve performance targets - Analyzing customer feedback and data to identify pain points and improve travel experiences - Sharing insights with product and tech teams to enhance the app and CRM for better customer interactions We are looking for candidates with: - 6+ years of experience in customer experience, travel operations, or concierge services, with at least 2 years in a managerial role - Proven success in managing customer journeys, boosting CSAT/NPS, and handling escalations - A customer-obsessed approach, strong analytical skills, crisis management abilities, and excellent communication skills - Experience in building and leading high-performing teams If you are ready to shape unforgettable travel experiences and lead a passionate team in a dynamic environment, we welcome you to join us at Pickyourtrail.,

Posted 4 days ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.