Member Experience Manager

Role & responsibilities

• Monitor & Manage member queries/concerns/requests & govern through internal escalation process :
• Interaction Management (Exceed TAT)
• Complains & Retention Process
• Responsible for improving the experiences customers have with organization, with the goal of increasing customer satisfaction score, FTRs, proactive engagements (Member Meets)
• To maintain the team effectively towards the customer satisfaction (CAPS)
• Driving Team to generate revenues for the organization by upselling products, referrals and rescue management
• Responsible to adhere to the standard operating procedures
• Reduce dormancy and improve eligible base
• Responsible for ASF collections from dormant members
• Responsible to achieve CAPS score of + 80 and CES score of + 80
• Create magical moments for customers at every touch point
• Reduce incoming complaints
• Focus of fixing problems through quality tools
• Responsible for recruitment, training, mentoring, and retention
• Of his team members
• Allocate tasks to the team
• Review of Teams performance
• Periodic tracking of performance appraisal of the team

Location: Club Mahindra, Solitaire Corporate Park, Office No. 942, Building No.9, Andheri - Ghatkopar Link Rd, Chakala, Andheri East, Mumbai , Maharashtra.