Talent Acquisition at ZoloStays Property Solutions
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ZoloStays - Manager - Customer Experience (4-10 yrs)
The role of the Customer Experience Manager would encompass the following:
- The role of the Customer Experience Manager would encompass the following:
- Customer Delight - Delight and wow the customers through service and hospitality culture, managing low failure rates of services, handling customer escalations
- Customer Acquisition and Conversion: Identify and source new sales opportunities through inbound lead follow-up, meet and convert customers daily through schedule visits and walk-ins, handle churn management of existing residents, drive referral programs, manage
- Hyperlocal marketing activities etc.
- Property Operations: Supervision of property staff and their daily tasks
- Team Management - handle a team of 5-6 people
- Community Events: Organize community events at Zolo Properties
- Data Recording and Analysis: Maintain customer data, analyze them and come up with insights to improve customer satisfaction, retention and acquisition
- Cost management: for all properties in the cluster, to keep cost under guidelines
- Compliance activities: in terms of keeping all records for the residents, staff and vendors KPIs for the role would be the following:
- Maintaining a high Customer Satisfaction Score for all properties in the cluster
- Meeting occupancy targets for all properties in the cluster
- Cost management and control
- Process adherence and timely reporting
- Prior Community & Operations Experience: We are looking for young and energetic team players with experience in sales, operations and general management, preferably in B2C industries like hospitality, banking, insurance, supply chain and logistics.
- People Management Experience: The ideal candidate should have prior experience of dealing with people across levels and managing outcomes under all circumstances.
- P& L: Should have sound knowledge on P&L.
- Strong customer handling skills
- Strong people management skills
- Strong problem solving and analytical skills
- Good program management skills
- Should exhibit a high degree of initiative and on-the-ground execution focus
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