Customer Experience Manager

Role Name: Manager – Customer Happiness OperationsPosition Title:Manager – Customer Happiness OperationsFunction:CommercialLocation:GurugramReports to:Head – Customer HappinessRole Level:TBDJob Purpose Responsible for overseeing and optimizing the operational aspects of customer service for the airlineResponsible for ensuring efficient and effective customer interactions, managing a team, and implementing strategies to enhance overall customer satisfactionKey Accountabilities Customer Happiness OperationsDevelop and implement efficient customer service processes to ensure timely and accurate resolution of customer queries and issuesMonitor and analyse operational metrics to identify areas for improvement and implement strategies for enhancementEstablish and maintain quality standards for customer interactionsConduct regular audits to ensure adherence to quality benchmarks and provide feedback for continuous improvementCollaborate with cross-functional teams to identify opportunities for improving the overall customer experienceImplement initiatives to proactively address customer needs and preferencesUtilize data and analytics to identify trends, customer behaviour patterns, and areas for improvementProvide actionable insights to the Head - Customer Happiness for strategic decision-makingUtilize data and analytics to identify trends, customer behaviour patterns, and areas for improvementProvide actionable insights to the Head - Customer Happiness for strategic decision-makingEnsure compliance with industry regulations and company policies in all customer service operationsStay updated on industry best practices and recommend improvements accordinglyTeam Management Supervise and lead a team of customer service representativesConduct regular team meetings, provide guidance, and foster a positive and collaborative work environmentImplement training programs to enhance team skills and knowledgeAny other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.Skills Required for the role Problem Solving abilities Strategic Outlook Strong Interpersonal Skills Coordination & Planning Skills Customer CentricityStakeholder ManagementTeam Building SkillsEducational and Experience RequirementsMinimum Education RequirementBachelor’s/Master’s/MBA degree in Business, Hospitality, or a related fieldMinimum Requirement Desired Experience6-8 years of relevant experience in customer service management within the airline industryExperience with airline industry regulations and standards