The role of the Customer Experience Manager would encompass the following:

- The role of the Customer Experience Manager would encompass the following:

- Customer Delight - Delight and wow the customers through service and hospitality culture, managing low failure rates of services, handling customer escalations

- 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.

- Property Operations: Supervision of property staff and their daily tasks

- Team Management - handle a team of 5-6 people

- Community Events: Organize community events at Zolo Properties

- Data Recording and Analysis: Maintain customer data, analyze them and come up with insights to improve customer satisfaction, retention and acquisition

- Cost management: for all properties in the cluster, to keep cost under guidelines

- Compliance activities: in terms of keeping all records for the residents, staff and vendors KPIs for the role would be the following:

- Maintaining a high Customer Satisfaction Score for all properties in the cluster

- Meeting occupancy targets for all properties in the cluster

- Cost management and control

- Process adherence and timely reporting

- 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, supply chain and logistics.

- People Management Experience: The ideal candidate should have prior experience of dealing with people across levels and managing outcomes under all circumstances.

- P& L: Should have sound knowledge on P&L.

- 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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.