Lifestyle Manager

About Pinch

The last decade and a half has been dedicated to the rise of convenience in every way. Organisations, one after the other, have created products and services which make the life of customers convenient. Yet the pain, pressure and stress of the modern world has not really reduced, leave aside going away.

At Pinch, our dream is to transform the physical environment of a family and help them create space for the truly important things, allowing them to focus on themselves and their mental well-being to build a meaningful life, filled with purpose and joy. We wish to build a home management system, which not only does the daily chores, seamlessly and effortlessly, but also preempts the needs of our customers, enhances their lifestyle in every

aspect while giving them the peace of mind to focus on achieving more in life. From full housekeeping to a quick tidy up or a dog walk, Pinch is available for the families all the time. We work as an extension of our customers’ family and bring to the table what is best for them.

With our monthly plan, we combine services such as housekeeping, maintenance, food & nutrition management, grocery resupply, laundry management, etc. tailored to the unique needs of each family. On top, a dedicated Lifestyle Manager helps them with any miscellaneous home requests, from decorating home with fresh flowers to arranging a repairman for the broken washing machine, to planning details of the next holiday, taking care of children or the elderly. Basically, anything and everything our customers and their families would need to live a comfortable, convenient, healthy, guilt-free, and inspired life.

How will we do it?

There are three fundamental aspects of our business model which will help deliver this life-transforming service:

Lifestyle Manager: Armed with irrefutable professional attention, prompt service, strict quality controls and effective anticipation of needs, our dedicated lifestyle team helps customers in a variety of things. Be it sending flowers on birthdays, reminders for paying bills on time, and even recommending the latest home products. Our team of lifestyle managers are mapped to each family, do all the research, analysis and short list the best products and service experience for the customers.

Trained Professionals: Offering a much more professional service than domestic helpers, with Pinch, customers are served by a team of home specialists who will handle all the housework, chores and running around. If they already have a helper, we will have them trained by us to maximise their potential and effectiveness.

Technology: We take the hassle out of home management. Customers are given constant home and personal management advice, reminders and nudges, where the back-end system incorporates an algorithm that remembers preferences and generates instructions to meet our customers’ home goals.

Pinch has 4 broad customer segments:

• Individuals & Families
• Landlords & Second Home Owners
• Developers & RWAs
• Corporates

The Lifestyle Manager – An Extension of the Customer’s Family

A Lifestyle Manager at Pinch is deeply empathetic, has a natural attitude towards helping people and is committed to improving lives for the better. Every family has their own set of needs, wants, preferences & behaviours. Our Lifestyle Manager understands this, has the ability to develop a deep bond with a family & its members, and designs solutions keeping their specific requirements in mind. S/he is warm, courteous, patient & a good listener, with an eye for detail. S/he is able to not just solve for what the customer asks, but even anticipate or pre-empt their needs, through her/his deep understanding of the family. Our customer’s peace of mind relies immensely on the Lifestyle Manager, and how efficiently and swiftly s/he works with the other teams at Pinch to be able to meet the customer’s requirements. The Lifestyle Manager has a service-oriented mindset that puts the customer first, even before the company. Practically, s/he is an extension of the customer’s family & thus, the most important link between the company & the customer.

Responsibilities of a Lifestyle Manager

1. Customer Onboarding

• Understand the prevailing context in a customer’s life with respect to the services we intend to provide.
• Explain how Pinch can help ease the customer’s life by delivering these services in a transformative manner.
• Handhold & onboard the customer seamlessly onto Pinch’s ecosystem of services.

2. Solution Deployment

• Define & agree upon the interventions needed for fulfilling the customer’s requirements.
• Deploy a set of trained domestic helps at the household to take care of the day-to-day chores, & undertake periodic supervision of their work.
• Assign errands to the Operations Associates and monitor them for completion to the family’s satisfaction.

3. Partner Management

• Work with Pinch’s central partner ecosystem to deploy solutions at the customer’s household and fulfil any new requirements from time to time.
• Onboard and work with a local set of quality partners in the immediate vicinity of the customer’s location to bring about greater efficiency.
• Oversee the quality of work done by the partners and provide valuable feedback to the central Partnership teams on the same.

4. Customer Lifecycle Management

• Have deeper dialogues and conversations with the customer that ease them into the Pinch journey across the 5 stages of pain, convenience, pleasure, delight & transformation.
• Educate and enable customers to adopt a wider range of Pinch’s services.

5. Customer Feedback & Service Improvement

• Determine customer satisfaction with regard to the various services provided by Pinch.
• Identify & work on areas of improvement. Iterate the solution design to continually keep enhancing customer service.
• Raise & highlight any complaints, queries, grievances, feedback etc. to the relevant teams for resolution.

Who are we looking for?

• Candidate with Hospitality background
• Candidate with Event management, language and intercultural communication background
• Passionate about the cause the company is working towards
• Excited about wanting to work in a start-up
• Self-motivated & loves taking initiative
• Growth mindset, focussed on improving business outcomes
• Able to hustle, loves being out on the ground, & is willing to get his/her hands dirty
• Embraces ambiguity & uncertainty
• Focused on problem-solving, has a solution-oriented mindset
• Hard-working, is able to work for long hours
• Excellent team player
• Ability to multitask on multiple projects at the same time
• Ability to handle pressure and failure

Qualifications:

• Bachelor's degree preferably in hospitality.