Sr. Executive - Customer Experience Management

Job Description

Role & responsibilities Drive account conversions into flagship accounts. Establish and implement process standardization, including documentation and reporting mechanisms. Drive quality standards by conducting regular reviews and collaborating with operations to enhance quality scores. Develop and maintain site-specific process documentation. Conduct site visits and client meetings to capture the Voice of Customer (VOC). Lead client expectation meetings and participate in contract renewals. Administer and analyse Customer Satisfaction (CSAT) surveys. Conduct process audits and provide training for internal and external auditors. Monitor audit reviews and analyze findings to identify improvement areas. Lead or participate in customer experience (CXM) events and initiatives to enhance service quality and client satisfaction. Desired candidate profile Graduate/MBA, preferably in IT, Computer Science, or Business Administration. Minimum 4-5 years in the hospitality or service industry. Experience in facility management is an advantage. Strong in Advanced Excel & ppt Excellent communication skills in English Proficiency in Microsoft Office tools and project management methodologies.. Perks and benefits Best in the Industry Interested candidates please share updated resumes on sarita.berde@psipl.co.in .