Customer Experience - Post Sales Operations

About the Opportunity

This opening is for a Senior Manager in Customer Experience - Post Sales Operations based in Gurgaon, reporting to the Director - Customer Experience.

About the Function

The customer experience function is focused on improving every customer interaction after a sale has been completed. Its goal is to raise satisfaction, reduce effort for customers, and drive initiatives that create smoother, more reliable post-sales journeys. The team also leads strategic work that strengthens loyalty and encourages customers to recommend the brand.

About the Role

The person in this role will own the delivery of a high-quality, personalized experience after booking. The position calls for leadership of customer engagement plans, enhancement of satisfaction outcomes, handling of service recovery, and execution of loyalty-focused programs that improve the overall journey. A key part of the job is to make sure each stage, from pre-arrival touchpoints to post-interaction follow-ups, leaves a positive and memorable impression.

The role also involves putting strong operating practices in place, tracking performance indicators, and refining processes on an ongoing basis to keep improving service quality. The incumbent will work closely with multiple internal teams, manage escalations effectively, and help build a customer-first culture across the organization. Success will depend on strong leadership, strategic judgment, and a solid understanding of modern customer service practices and technology.

Key Responsibilities

• Take ownership of the post-sales customer journey and ensure the experience remains consistent, polished, and reliable from booking confirmation through post-stay engagement.
• Create and execute service quality initiatives in coordination with Project, Product, and Operations teams.
• Oversee external vendor relationships and make sure services are delivered on time while resolving issues quickly to protect customer satisfaction.
• Track customer reviews, complaints, and feedback across channels, study recurring patterns, and turn those insights into process improvements.
• Build and manage service recovery approaches that address customer concerns promptly and effectively.
• Partner with Product, Operations, and Technology teams to improve customer communication and operational effectiveness.
• Use technology, CRM systems, and automation to strengthen customer interactions and improve communication workflows.
• Develop and refresh training programs to maintain service standards and reinforce a customer-centric way of working.

What You Need to Bring

• A demonstrated history of improving customer satisfaction, resolving service issues, and leading loyalty-driven initiatives.
• Strong capability in leading teams and managing performance.
• Excellent written and verbal communication, interpersonal strength, and a practical approach to problem-solving.
• Exposure to CRM platforms, customer feedback tools, and hospitality technology solutions will be beneficial.
• Comfort with analyzing data and turning insights into better customer experience decisions.

Qualification & Experience

• MBA degree from a reputed institute, along with 10+ years of experience.
• Practical working knowledge of Global Distribution Systems such as Amadeus and Galileo.
• Experience handling outsourced vendor operations with a focus on performance, service delivery, and governance.
• Understanding of Workforce Management, including forecasting, capacity planning, scheduling, and shift planning.
• Ability to manage volatile demand patterns, sudden spikes, disruptions, and unexpected workload surges while protecting service levels.
• Strong grasp of Voice of Customer frameworks, customer feedback analysis, and reporting for continuous improvement.
• Proven ability to meet operational KPIs through interval management and real-time monitoring.
• Capability to make decisions using operational metrics, trend analysis, and performance dashboards.
• Experience in high-volume customer operations within travel, hospitality, e-commerce, or contact centers is an advantage.

Additional Information

Location: Gurgaon / Gurugram, Haryana, India.