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    Senior Manager- Membership Experience Operation - Mumbai, India - Mahindra Holidays & Resorts India Limited

    Mahindra Holidays & Resorts India Limited
    Mahindra Holidays & Resorts India Limited Mumbai, India

    3 hours ago

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    Description

    Mahindra Holidays & Resorts India Ltd., (MHRIL) is a part of the Leisure and Hospitality sector of the Mahindra Group and brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started in 1996, the company's flagship brand 'Club Mahindra Holidays', today has a fast growing customer base of over 218,000 members and 50 beautiful resorts at some of the most exotic locations in India and abroad.

    Over the last decade, MHRIL has established itself as a market leader in the family holiday business. The company has followed a two pronged strategy – rapidly increasing its bouquet of resorts to provide more variety in holidaying options and enhancing its service levels to its members to provide delight at every point of interaction.

    All MHRIL resorts are totally geared to cater to a variety of holiday needs and experiences in all areas of operation, from housekeeping to food & beverage to holiday activities. Creating and managing the holiday experience is a core strength.

    MHRIL also has a strong network of sales teams spread across length and breadth of India and abroad for acquisition of newer members. The two customer facing business units are centrally supported by corporate enablers to provide its members with world class hospitality and memorable holiday experiences.

    Please find the JD-

    Position- Senior Manager - Membership Experience Operation

    Location- Mumbai

    Job Purpose/Role – Manage the Branch member experience Operations for Pan India and 1 International location, Dubai along with General Manager – BMEM.

    Responsibilities:

    • To create and maintain daily productivity tracker of all the team members Pan India.
    • To create and maintain various reports like time and motion etc.
    • To ensure member interactions are resolved within the turn around time
    • Ensure First time right and thereby maximize CAPS score
    • Improve Active Base of the Branches with a clear strategy
    • Track member engagements done by the branch teams as per the monthly calendar, maintain the reports.
    • Work closely with Branch stakeholders and improve the quality of processes and bring in efficiency (Automation, Digitization etc.)
    • Meet Minimum 15 members every month and understand the pulse of the market
    • Ensure superior quality servicing should lead to higher referrals and upgrades from members. Liaise with the Special Projects Team for support to branch MEM team in terms of relevant data cuts.
    • Work on quality Projects
    • Work closely with General manager – BMEM to meet functional goals.
    • Drive daily performance and DRR, extend support as and when required by the branch teams
    • To ensure all the staff are well trained and are updated with process changes at regular intervals.
    • Automate reports for better governance

    Job Specification:

    Educational Qualification – Graduation. Post-Graduation will be an added advantage

    Experience Required – 8-10 years of Experience

    Knowledge and Skills required –

    • Business Development Management
    • Customer Engagement and Lead Management
    • Product and Process Knowledge
    • Excellent knowledge on the CRM tools
    • Persuasive, Negotiating/Re-negotiating and Influencing Skills
    • Patience and Good Listening Skills
    • Proactive approach
    • Excellent Interpersonal Skills
    • Strong Analytical skills
    • Strong Conceptualization Skills
    • Decision Making Skills
    • Team Management
    • People Management
    • Excellent Communication Skills

    Working conditions – Working conditions are that of an office environment.

    Please share your CV-

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