Thrillophilia.com - Customer Experience Manager - IIM/FMS/MDI/XLRI

4 weeks ago

Jaipur, India Thrillophilia Full time

Job Title: Customer Experience Manager

Experience: 1-7 Years

Education: MBA from a Tier 1 College

Location: Jaipur

Company: Thrillophilia Travel

About Us:

Thrillophilia is a leading platform for booking travel experiences, committed to curating and delivering unparalleled travel journeys. As the fastest-growing and one of the largest companies in the multi-day tours category in India, we have experienced a 10X growth over the past three years with positive EBITDA and net profitability. We are now seeking a dynamic Customer Experience Manager to elevate our customer service standards and ensure exceptional experiences for our clients.

Learn more about us: Overview:

As a Customer Experience Manager at Thrillophilia, you will be responsible for ensuring that every customer interaction is smooth, satisfying, and memorable. You will oversee the entire customer journey, manage feedback loops, address customer issues, and collaborate with cross-functional teams to enhance service delivery. This role requires a customer-centric mindset, excellent problem-solving skills, and the ability to lead a diverse team to deliver top-notch customer experiences.

Key Responsibilities:

- Oversee the end-to-end customer journey, ensuring a seamless and enjoyable experience from booking to post-travel.

- Manage customer feedback, addressing issues promptly and ensuring timely resolution.

- Collaborate with operations, sales, and marketing teams to align efforts and improve overall customer satisfaction.

- Develop and implement strategies to enhance customer engagement and loyalty.

- Lead a team of customer service representatives, providing guidance, training, and support to ensure high performance.

- Use data analytics to identify trends and insights, driving continuous improvements in customer service delivery.

- Handle escalated customer concerns, ensuring a positive resolution and reinforcing customer MBA or relevant degree from a Tier 1 College.

- 1-7 years of experience in customer experience management or a related role.

- Strong leadership and team management skills.

- Excellent organizational and problem-solving abilities.

- Strong communication and interpersonal skills.

- Experience with customer feedback management and resolution.

- Proficiency in using data analytics for decision-making.

- Ability to work under pressure and manage multiple tasks simultaneously.

Preferred Qualifications:

- Experience managing customer experience in the travel or hospitality industry.

- Proficiency in CRM software and customer service tools.

- Proven track record of improving customer satisfaction and loyalty.

- Ability to lead cross-functional teams and drive customer-focused projects.

Why Join Us:

If you are passionate about creating exceptional customer experiences and eager to build impactful solutions from the ground up, we want to hear from you. At Thrillophilia, you'll be challenged and inspired every day. If you thrive in fast-paced environments and enjoy taking ownership of your work, this is the place for you. Join us and help shape the future of travel.

(ref:iimjobs.com)

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