Pickyourtrail.com - Customer Experience Lead - B2C (6-10 yrs)

Responsibilities:

- 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.

- 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.

- 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.

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!.

Qualifications:

- 6+ years of experience in customer experience, travel operations, or concierge services, with at least 2 years in a managerial role.

Required Skills:

- 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.

Experience: 6-8 Years