The VITS Kamats Group - Manager - Customer Success/Customer Relationship - VITS Hotels & Resorts (6-10 yrs) Mumbai (B2B/Corporate Sales)
VITIZEN HOTELS LIMITED
Mumbai, Maharashtra
Permanent
Full-time
16 days ago
Job Description - Customer Success Manager/Customer Relationship ManagerCompany: The VITS Kamats Group - VITS Hotels & ResortsLocation: Mumbai Head Office - Marol Naka, Andheri (East)Reporting To: CMD (Chairman & Managing Director)Position OverviewThe VITS Kamats Group is seeking an experienced and dynamic Customer Success Manager / Customer Relationship Manager to strengthen and drive our B2B, B2C, Corporate, and Loyalty initiatives within the Hospitality, Travel, and Tourism domain. This role will be pivotal in nurturing client relationships, enhancing customer satisfaction, building loyalty programs, and ensuring revenue growth through corporate sales, membership programs, and inside sales strategies.The ideal candidate will possess strong expertise in customer lifecycle management, exceptional relationship-building skills, and a proven track record in driving customer success in hospitality, travel, or tourism.Key Responsibilities:Customer Success & Relationship Management:- Build, maintain, and strengthen long-term relationships with B2B, B2C, and corporate clients.- Act as the primary point of contact for clients, ensuring exceptional post-sales service and support.- Develop strategies to enhance customer engagement, retention, and satisfaction.- Manage escalations proactively to ensure client concerns are resolved efficiently.Sales & Revenue Growth:- Drive corporate sales, inside sales, and membership sales to achieve defined revenue targets.- Identify opportunities for upselling, cross-selling, and new business acquisitions within existing client base.- Collaborate with the Sales & Marketing team to design customer-centric offers, packages, and programs.Loyalty & Membership Programs:- Conceptualize, launch, and manage customer loyalty and membership programs to enhance brand stickiness and repeat business.- Monitor performance of programs through defined KPIs, track ROI, and suggest improvements.- Create corporate tie-ups and partnerships to add value to membership offerings.Strategy & Collaboration:- Work closely with leadership (CMD, Sales, Marketing, and Operations teams) to align customer success strategy with organizational goals.- Provide insights and feedback from customers to improve products, services, and experiences.- Develop and implement structured account management and reporting frameworks.Performance Metrics & Analytics:- Track and report on customer engagement, retention rates, loyalty program performance, and sales conversions.- Use data-driven insights to forecast trends, identify risks, and suggest improvements.- Ensure alignment with brand standards, guest experience excellence, and revenue targets.Key Skills & Competencies:- Strong understanding of Hospitality, Travel & Tourism industry dynamics.- Proven track record in B2B & B2C sales, corporate sales, and loyalty programs.- Excellent relationship management, negotiation, and presentation skills.- Strategic thinker with the ability to convert customer insights into actionable strategies.- Strong communication, leadership, and collaboration skills.- Proficiency in CRM tools, loyalty program management software, and data analytics.Qualifications & Experience:- Bachelor's or Master's degree in Hospitality Management, Business Administration, Sales & Marketing, or related field.- Minimum 6-10 years of experience in customer success, corporate sales, or relationship management in hospitality, travel, or tourism.- Experience in designing and managing loyalty/membership programs is highly preferred.- Demonstrated ability to work directly with senior leadership and CXO-level clients.What We Offer:- Opportunity to work directly with the CMD and senior leadership team.- A strategic role with high visibility and impact on the growth of the organization.- Competitive salary package with performance-linked incentives.- A chance to build and shape innovative loyalty and membership programs in hospitality (ref:updazz.com)