Customer Experience - AM

Pickyourtrail; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Pickyourtrail in Chennai is seeking a Customer Experience and On-Trip Support Manager to craft exceptional customer journeys from planning to follow-up. You will lead teams and enhance service quality while ensuring 24/7 support during trips, focusing on customer satisfaction metrics like NPS and CSAT.

The ideal candidate has over 6 years of experience in customer experience and travel operations, with strong analytical and leadership skills. Join us to shape unforgettable travel experiences!

Qualifications

• 6+ years of experience in customer experience, travel operations, or concierge services.
• At least 2 years in a managerial role.
• Proven success in managing customer journeys and boosting CSAT/NPS.

Responsibilities

• Craft and execute strategies for customer journeys from planning to follow-up.
• Lead the concierge team to provide 24/7 support during trips.
• Build and inspire customer experience teams to hit performance targets.

Skills

Customer experience management

Analytical skills

Crisis management

Communication skills

Job description

Summary About The Role

As a Customer Experience and On-Trip Support Manager, you’ll be responsible for crafting exceptional customer journeys from pre‑trip planning to post‑trip follow‑up. You’ll lead the customer experience and concierge teams, ensuring top‑tier service and 24/7 support during trips. Your role involves optimizing customer feedback loops, improving key metrics like NPS and CSAT, handling escalations, and driving continuous improvement. You’ll also analyze data to enhance service and collaborate with cross‑functional teams for a seamless customer experience. Leadership, customer obsession, and data‑driven strategies are at the core of this role!

What You’ll Do

• Customer Experience Magic
• Craft and execute strategies that take our customers on a smooth, stress‑free journey from the first step of planning to the final post‑trip check‑in.
• Create a loop of constant improvement by gathering feedback, implementing changes, and boosting metrics like NPS, CSAT, and customer loyalty.
• Work closely with our amazing teams across sales, product, and tech to ensure that every part of our service fits what our customers want.
• Keep an eye on any bumps in the road—tackle escalations and turn negative reviews into opportunities for growth.
• On‑Trip Hero Support
• Lead our concierge team to provide 24/7, real‑time assistance for customers on their trips. You’ll be the invisible hand making sure everything runs smoothly.
• Train and empower the team to resolve any customer issues like a pro, delivering exceptional service every time.
• Plan winbacks for those tough situations with unhappy customers, ensuring consistent communication to handle expectations and manage any concerns before they become big issues.
• Leadership & Team Empowerment
• Build, guide, and inspire the customer experience and on‑trip support teams to hit performance targets and KPIs like a boss!
• Cultivate a culture of customer‑first obsession and ongoing improvement across the board.
• Spot talent within the team and nurture future leaders—we’re all about growth!
• Data‑Driven Mastery
• Dive deep into customer feedback and data to identify pain points and make travel experiences better.
• Stay ahead of the curve by spotting trends and addressing any systemic issues before they impact our travelers.
• Share valuable insights with the product and tech teams to enhance our app and CRM for smoother customer interactions.

Who We’re Looking For

• 6+ years of experience in customer experience, travel operations, or concierge services, with at least 2 years in a managerial role.
• Proven success in managing customer journeys, boosting CSAT/NPS, and handling escalations with grace under pressure.
• A customer‑obsessed approach to everything you do!
• Strong analytical skills with a love for using data to drive improvements.
• Excellent crisis management and problem‑solving skills—you’re the calm in the storm.
• Superb communication and people skills to engage with customers and lead your team effectively.
• Experience in building and leading high‑performing teams.

Ready to take on a role where you can shape unforgettable travel experiences and lead a passionate team? Come join us!