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