Cluster Manager

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 the 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, and contact centers provide a unique single-window solution to our customers.

TLC-managed websites include www.clubmarriott.in, www.diningprivilege.com, www.gourmetclub.co.ke, and TLC Apps include Club Marriott South Asia, Gourmet Club Kenya, DLITE PLUS that are available on the App Store and Google Play Store.

To know more about us please visit www.tlcgroup.com and www.hotelmemberships.com.

Key Responsibilities:

• Leadership Role to manage multiple membership operations. Each membership operation is led by a leader who manages a team of 10 to 15 people including an outbound call center, multi-channel help desk, hotel sales, customer engagement, retention, and fulfillment.
• Multi-faceted ability to manage large teams, clients, outbound, inbound sales, reporting, and back end.
• Must have call center management experience. Experience in working with hotels and travel trade will be an added advantage.
• Organize and coordinate operations to ensure maximum efficiency.
• Review and enhance team performance against KRAs and KPIs.
• Assume complete responsibility for budgeting and monitoring expenses.
• Plan and execute Direct Sales activities and member management.
• Reporting to develop and maintain sales levels of the Programs as per agreed business plans and
• policies of the company.
• Setting and meeting performance targets for efficiency, sales, quality, and staff retention.
• Monitoring sales from different channels and ensuring that all channels including telemarketing, hotel leads, direct sales, single opt-in emails, flyers, posters, etc. are utilized. Also, promoting www.hotelmemberships.com.
• Ensuring proper grooming standards are maintained at the Programs.

Required Skill Set:

• 8 10 years of experience in the call center industry with experience in outbound sales and team
• handling.
• Strong communication and presentation skills in English with an ability to interact with clients
• senior levels to present program performance.
• Should be smart, extremely confident & presentable.
• Strong analytical skills and ability to plan new strategies