Citizen Center Manager

Key Responsibilities

• Managing Citizen Center operations for the project Managing citizen affairs, effective handling of Citizen Center counters, complaints & resolutions
• Lead Citizen Connect sessions - monthly sessions with residents on one-on-one basis
• Effective handholding of customer in the postpossession stage [30 days]
• Driving citizen engagements and connect sessions in the city by engaging with citizens through various forums, channels, events, activities and town halls
• Inter-departmental coordination and engagements to ensure effective resolutions of all the concerns voiced by the citizens including social media tracking and interactions.
• Driving loyalty sales through citizen engagements
• Leading, mentoring and training team to drive a positive customer experience at all citizen’s touch points.
• Social Media tracking for complaints and ensure effective resolution
• Periodically publish information on successful events, highlight positive customer experience and citizen's positive comments on social media pages
• Maintain healthy CSAT metrics including postpossession and KHO effectiveness
• Ensure 100% compliance in KYC
• Manage and guide team members as required

Qualification: Any Graduate / Post Graduate

Practice and Other Requirements: Minimum 6-8 years of experience in Hospitality / Airlines / Real Estate industry