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Thrillophilia.com - Manager - Customer Experience
2 months ago
Job Title: Customer Experience Manager
Experience: 2-4 Years
Location: Jaipur, India
Company: Thrillophilia Travel
About is a leading platform for booking travel experiences, dedicated to curating and delivering unparalleled travel adventures. As one of the fastest-growing and largest companies in the multi-day tours category in India, we have achieved a 10X growth over the past three years, with positive EBITDA and net profitability. By 2023, our tours category alone generated close to - 400 crores in revenue, making us the second-largest player in this space in India, just behind MMT. Our journey has been fueled by grit, perseverance, and an unwavering startup mindset. Today, as we transition into a large-scale global company, we are on a mission to build the world's best multi-day tours company, and much more.
Job Summary:
We are seeking an experienced and dynamic Customer Experience Manager to lead and enhance the customer experience at Thrillophilia. This role is pivotal in ensuring that every customer interaction is seamless, personalized, and memorable, aligning with our brand promise of exceptional travel experiences. The ideal candidate will bring a deep understanding of the travel industry, a customer-first mindset, and a proven track record in driving customer satisfaction and loyalty.
Key Responsibilities:
- Design, map, and continuously improve the end-to-end customer journey, ensuring every touchpoint reflects Thrillophilia's commitment to excellence.
- Monitor and analyze customer feedback and metrics, implementing strategic initiatives to enhance satisfaction, loyalty, and retention across all channels.
- Lead the customer support function in resolving customer issues swiftly and effectively, turning challenges into opportunities to delight customers.
- Partner closely with sales, marketing, operations, and tech teams to ensure customer experience initiatives align with business objectives and drive overall growth.
- Leverage customer data and analytics to identify trends, uncover pain points, and develop actionable strategies for continuous improvement in customer experience.
- Foster a culture of continuous learning and improvement within the customer experience team, ensuring we adapt and evolve to meet the changing needs of our customers.
- Oversee the training and development of customer support teams, ensuring they are equipped with the skills and knowledge to deliver top-tier service.
- Develop and implement strategies to increase customer engagement, deepening relationships and enhancing brand loyalty.
- Establish and uphold high standards for quality assurance across all customer interactions, ensuring consistency and excellence in service delivery.
Required Skills and Qualifications:
- Minimum 2 years of experience in customer experience management, ideally within the travel or hospitality industry.
- A deep passion for delivering outstanding customer experiences, with a proven ability to think from the customer's perspective.
- Strong leadership skills with experience in managing, mentoring, and inspiring customer-facing teams.
- Proficiency in data analysis, with the ability to translate insights into strategic actions that enhance customer experiences.
- Exceptional problem-solving skills with a proactive approach to addressing and preempting customer challenges.
- Excellent communication and interpersonal skills, capable of engaging and influencing stakeholders across all levels of the organization.
- Strong organizational and project management abilities, with a track record of successfully managing multiple projects in a fast-paced environment.
- In-depth knowledge of the travel industry, including current trends, challenges, and opportunities.
What You'll Gain:
- A key role where your contributions will directly influence the satisfaction and loyalty of millions of travelers globally.
- Opportunities for growth and development within a rapidly expanding organization committed to excellence.
- Join a passionate, high-performing team where innovation, strategic thinking, and operational excellence are valued.
- A compensation package that reflects your skills, experience, and impact, along with the chance to shape the future of travel.
Why Thrillophilia?
At Thrillophilia, you will be part of a team that is building from 0 to 1, scaling innovative solutions to transform the travel industry. We have millions of users, but to reach the next milestone, we need fresh perspectives and bold ideas to perfect every product and process. Here, you won't find the typical startup clichs-there's no excess, no fluff, just the raw, exhilarating challenge of creating the future of travel.
