Matrimony.com - Regional Head - Elite Matrimony Service
1 week ago
Role Overview:Elite Matrimony is seeking a seasoned Service Leader to head customer operations for its Elite segment across South India. This role is exclusively focused on elevating customer experience and loyalty through personalized, high-touch service delivery. The ideal candidate is someone who truly lives by the principle that "Customer delight is not a metric - it's our mission." They should be responsive, flexible, and passionate about serving high-value clients while driving consistency in service excellence.Location: ChennaiRegions Covered: Kerala, Karnataka, Andhra Pradesh, Tamil Nadu & TelanganaLocation: DelhiRegions Covered: North, East, West & Central India.Key LeadershipLead and manage Elite service operations across the Region, ensuring a culture of excellence, empathy, and responsiveness. Ensure delivery of premium and personalized experiences to all customers, with a focus on retention and satisfaction rather than transactional resolution.CSAT, NPS & Service MetricsOwn and monitor key service KPIs such as: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Response Time, Resolution Turnaround Time (TAT), Customer Effort Score (CES). Establish governance for periodic service audits, RCA (root cause analysis), and continuous improvement.Upsell & Cross-Sell (Service-Led)Leverage moments of customer delight and trust to recommend suitable upgrades or service extensions. Ensure RMs are trained to identify opportunities naturally during relationship-building conversations - never at the cost of customer trust.Customer-Centric CultureBuild and embed a 24x7 service mindset within the team. Customer delight is not a metric - it's our mission. Treat every client as a long-term relationship, not a short-term ticket. Handle escalations with urgency, empathy, and ownership.Team ManagementLead a team of Head - Member Experience and Relationship Managers, ensuring accountability, motivation, and goal alignment. Inspire performance through constructive feedback, coaching, recognition, and clear consequence frameworks that align with business goals.Cross-Functional CollaborationWork closely with Sales, Product, and Tech teams to resolve service challenges, influence roadmap changes, and elevate the customer journey.Change AgilityAdapt quickly to new tools, systems, or processes rolled out to improve customer experience. Be proactive in leading pilots, feedback loops, and innovation in customer servicing.Candidate 15-20 years in customer-facing roles.- Minimum 7-10 years in a senior service management role, ideally handling premium or HNI clientele.Languages: (South)- Mandatory: English, Tamil & Telugu- Preferred: Malayalam, KannadaLanguages: (ROI)- Mandatory: English, Hindi- Preferred: Any other Regional like Marathi, Gujarati, BengaliCore Competencies:- Deep understanding of customer analytics, RCA, and service dashboards.- Strong leadership and team-building experience.- Excellent communication, empathy, and interpersonal skills.- Proficient in-service improvement methodologies like Six Sigma, Lean, or equivalent frameworks.- Agile and comfortable with change management.Preferred Industries:- Luxury Hospitality (e.g., Taj, Oberoi, Leela)- Premium Concierge & Lifestyle Services- Wealth Management - Client Services- Premium Real Estate - Customer Experience- HealthTech/EdTech - HNI Relationship Management- Aviation Ground Services / Lounge Operations- Customer Success - SaaS or Subscription Models (ref:iimjobs.com)
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Chennai, India Matrimony.com Limited Full timeAbout Matrimony.comMatrimony.com Ltd is India's first pure play Wed-Tech Company to get listed on BSE and NSE. Its flagship brand Bharat Matrimony is the largest and the Most Trusted Matrimony Brand (as per the Brand Trust Report 2014). Over 3000 associates serve close to 6 million members.The company provides both matchmaking and wedding related services...
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Chennai, India Matrimony.com Limited Full timeAbout Matrimony.comMatrimony.com Ltd is India's first pure play Wed-Tech Company to get listed on BSE and NSE. Its flagship brand Bharat Matrimony is the largest and the Most Trusted Matrimony Brand (as per the Brand Trust Report 2014). Over 3000 associates serve close to 6 million members.The company provides both matchmaking and wedding related services...
