TLC DigiTech - Head - Product (8-10 yrs)

About the job:

Company Profile:

TLC DigiTech Pvt.Ltd. is an innovative, marketing-oriented, design-led organization, uniquely providing a complete suite of solutions across digital, tech and services. Set up over 20 years ago, we have a pan India presence and regional presence in Middle East and Africa. With our corporate office in New Delhi, we have a team strength of 500 plus people and bring a culture of innovation to deliver excellence. Our teams including design, tech, digital, support, contact centers provide a unique single window solution to our customers.

Role & Responsibilities:

- Formulate the product vision and impart the vision in every sub-department (like Marketing, Technology, Sales) to ensure that the product function is led by a unified and cohesive vision

- Provide direction to team to understand the target consumer segments and markets, evaluate market trends in collaboration with the Marketing team and competition strategies in order to ensure the market insights are considered for product design

- Lead and collaborate with the engineering team, customers and partners to ensure development of use cases and specifications that detailing how the company's services and solutions will be implemented or adopted

- Ensure product related glitches and challenges are resolved within the defined turnaround time as per the defined service level agreements

- Enable the team to proactively identify required product upgrades as well as the need to launch new versions of horizontal products

- Drive the solutioning activities for large complex deals & ensure Presales is in alignment with the overall business strategy in the assigned region

- Collaborate with Sales, Technology, Marketing to create pitches and presentations that showcase compelling value propositions for specific opportunities

- Ensure maintenance of relationships with key clients and hotel partners.

Address concerns and explore collaboration opportunities:

- Oversee contact center operations to extend support to enterprise customers; monitor KPIs for improving service levels; oversee prompt resolution of escalations

- Identify global benchmarks to drive continuous product innovation, ensuring our offerings remain ahead of industry standards and market trends.

- Establish a regular cadence with customers to stay aligned on business goals, product updates, etc.

- Develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle