Manager-Customer Service and Sales

Role Will be responsible for spearheading a premium matchmaking service that delivers the highest match success rate across the globe. The role involves front-leading a team of 70+ people and be accountable for their productivity. The person will be required to pull up his/her sleeves and get involved in every aspect of market development & sales. This is a strategic and important part for the business hence we need someone who is analytical, strategic as well as tactical. The candidate needs to be owning and hitting/exceeding quarterly/annual sales targets

with the assigned teams.

What you will do in this role

• Develop a deep understanding of Shaadi.com consumer segments across communities, to uniquely represent and address the specific needs of each Select member.
• Leverage customer insight to remodel & streamline the service process to dramatically increase matchmaking success and customer satisfaction.
• Ensure that team members are adequately trained and readied to deliver an empathetic personalized service, as a trusted advisor to the family.
• Envision and implement technology solutions & enhancements to maximize the quality of service delivered and minimize wasteful productivity losses of the team.
• Plan for rapid expansion in staff, in line with exploding Select membership sales, while ensuring the highest level of service quality is maintained.
• Managing closed loop process flows for escalation management to ensure that even unsatisfied customers are delivered an experience which Shaadi.com can be proud of.

What you should have

• 4-7 years of relevant experience with team management, preferably in Internet industry.
• Exposure to value & volume selling is a must.
• Good Understanding of Quality metrics and process improvements.
• Drive performance management by applying and implementing best in class performance metrics.

Brownie Points

• Well-networked with ability to connect with peers and identify market benchmarks and trends