Founder at Madpackers
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Madpackers Hostel - Manager - Community Operations (1-3 yrs)
Looking for a Community Operations Manager to handle end-to-end responsibility for customer experience, including sales activities & operations management, for MiNest Co-living in Gurgaon.
We are looking for someone with 1-3 years of experience in core sales / operations / general management roles. The candidate should have good problem solving and analytical abilities and come from a good college with excellent academic scores.
About the Role/ Responsibilities:
The role of the Community Operations Manager would encompass the following: -
1. Customer Engagement - Delight and wow the customers through service and hospitality culture, managing low failure rates of services, handling customer escalations
2. Customer Acquisition and Conversion: Identify and source new sales opportunities through inbound lead follow-up, meet and convert customers daily through schedule visits and walk-ins, handle churn management of existing residents, drive referral programs, manage hyperlocal marketing activities etc.
3. Property Operations: Supervision of property staff and their daily tasks - Hiring and training: for all property staff, housekeepers
4. Community Events: Organize community events at MiNest facilities
5. Data Recording and Analysis: Maintain customer data, analyze them and come up with insights to improve customer satisfaction, retention and acquisition
6. Cost management: for all properties in the cluster, to keep cost under guidelines
7. Compliance activities: in terms of keeping all records for the residents, staff and vendors
KPIs for the role would be the following:
1. Maintaining a high Customer Satisfaction Score for all properties in the cluster
2. Meeting occupancy targets for all properties in the cluster
3. Cost management and control
4. Process adherence and timely reporting
Desired Experience/ Background: -
1. Prior Community & Operations Experience: We are looking for young and energetic team players with experience in sales, operations and general management, preferably in B2C industries like hospitality, banking, insurance.
2. People Management Experience: The ideal candidate should have prior experience of dealing with people across levels and managing outcomes under all circumstances.
3. Desired Competencies:
- Strong customer handling skills
- Strong people management skills
- Strong problem solving and analytical skills
- Good program management skills
- Should exhibit a high degree of initiative and on-the-ground execution focus
- Languages: Complete Fluency in English and Regional language is a must
Location: Gurgaon
Compensation: As per Industry Standards
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