Customer Experience

3 days ago

Gurgaon, Haryana, India MakeMyTrip Full time

About the Opportunity:

Role: Customer Experience - Post Sales Operations

Level: Senior Manager

Reporting To: Vice President - Customer Experience

Location: Gurgaon

About the Function:

Our Customer Experience team is dedicated to elevating every interaction with our customers. By enhancing customer satisfaction, minimizing customer effort, and driving strategic initiatives, the team ensures seamless post-sales experiences. The team also focuses on executing key projects that create meaningful improvements, fostering long-term customer loyalty and advocacy.

About the Role:

The incumbent will be responsible for delivering a seamless, high-quality, and personalized customer experience post-booking. This role involves leading customer engagement strategies, optimizing satisfaction levels, managing service recovery, and driving loyalty initiatives to enhance the overall customer journey. By ensuring that every touchpoint—from pre-arrival to post-interaction follow-ups—creates a memorable experience, the incumbent will play a key role in fostering repeat business and strengthening the brand's reputation.

The role requires implementing best practices, monitoring key performance metrics, and continuously refining processes to elevate the customer experience. The incumbent will collaborate with cross-functional teams, manage escalations effectively, and champion a customer-first mindset across the organization. Success in this position demands strong leadership, strategic thinking, and a deep understanding of evolving customer service trends and technologies.

What will you be doing:

  • Customer Journey Management: Oversee and enhance the post-sales customer experience, ensuring consistency and excellence from booking confirmation to post-stay engagement.
  • Service Excellence: Develop and implement strategies to deliver outstanding customer service, working closely with Project, Product, and Operations teams.
  • Vendor Management: Manage relationships with external vendors, ensuring timely delivery of services and resolve any issues to maintain customer satisfaction.
  • Customer Feedback & Insights: Monitor customer reviews, feedback, and complaints across various platforms, analyze trends, and implement improvements.
  • Crisis & Complaint Management: Establish and oversee service recovery strategies to promptly address and resolve customer concerns, ensuring high customer satisfaction.
  • Cross-functional Collaboration: Work with Product, Operations, and Technology teams to improve customer communications and operational efficiency.
  • Technology & Innovation: Leverage technology to enhance customer interactions, implement CRM tools, and drive automation in customer communication.
  • Training & Development: Develop/upgrade training programs for the team to uphold service excellence and reinforce a customer-centric culture.

What are you required to bring to the team:

  • Proven track record in enhancing customer satisfaction, managing service recovery, and driving loyalty programs.
  • Strong leadership and team management skills.
  • Excellent communication, interpersonal, and problem-solving abilities.
  • Experience with CRM software, customer feedback platforms, and hospitality technology tools is a plus.
  • Ability to analyze data and insights to improve customer experience strategies.

Qualification & Experience:

  • MBA graduates from reputable institutes with 10+ years of experience.
  • Experience in customer experience, guest relations, or hospitality management.

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