Manager Holiday Planning

As Manager Holiday Planning, you will drive end-to-end program governance, digital transformation, and customer experience initiatives for Club Mahindra. You will sit at the intersection of experience management, technology, and operations, translating organizational objectives into scalable, on-time execution. The ideal candidate is a professional who excels at managing ambiguity, leading cross-functional teams, and leveraging data-driven insights to optimize business workflows and drive growth.

Key responsibilities:

Program Governance & Strategy: Own end-to-end delivery of holiday planning program; define roadmaps, establish milestones, mitigate risks, and institutionalize best practices across tech and operational teams.

Customer Experience & Engagement: Design and execute customer-centric initiatives to boost booking experience, improve holiday participation & feedback, manage high-tier premium service programs, and establish robust process governance frameworks.

Digital Transformation & Automation: Collaborate with service partners, technology and product teams to automate operational workflows, eliminate manual interventions, and deploy data-driven solutions (e.g., cohort sizing and targeting, CRM/communication strategies etc.).

Process Optimization & Operational Excellence: Architect and track performance metrics across critical service workflows to eliminate bottlenecks and optimize resource efficiency.

Data-Driven Cohort Management: Build advanced customer segmentation and targeting models to optimize communication, media mix, and conversion across digital touchpoints.

Expected Outcomes

The success of the incoming candidate will be measured by their ability to maintain and scale the following performance benchmarks:

Growth & Engagement: Achieve continuous YoY growth in customer holiday participation and drive measurable uplifts in call connectivity, digital engagement, and digital booking shares.

Operational Efficiency: Optimize service workflows to drive improvement in execution efficiency while liquidating manual operational hours through automation.

Escalation & Experience Management: Maintain a high-velocity escalation resolution framework, targeting an increase in CSAT and reduction in overall complaint volumes. Lead pro-active experience enhancement initiatives to improve post-holiday feedback.

Cross-Functional Delivery: Successfully pilot and scale cross-functional projects (e.g., premium cohort program) ensuring seamless stakeholder alignment.

Skills required:

45 years of relevant experience

Excellent communication skills: verbal, written and problem-solving

Ability to work collaboratively across teams and manage multiple stakeholders and display cross-functional leadership

Risk management

Data-driven decision-making

Comfort with navigating ambiguous spaces