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.

📌 Member Experience Manager (Mumbai)
🏢 Club Mahindra
📍 Mumbai