Customer Success Manager

Role Summary:
As a Customer Success Manager at Air India, you will be instrumental in ensuring our passengers have a seamless and positive experience throughout their journey. You will act as a primary point of contact for key customer segments, proactively addressing their needs, resolving issues, and fostering long-term loyalty. This role requires a deep understanding of customer needs within the aviation sector and a commitment to delivering exceptional service.

Key Responsibilities:

• Develop and maintain strong relationships with key customer segments, understanding their travel patterns and preferences.
• Proactively identify and address potential customer issues before they escalate, ensuring timely and effective resolution.
• Act as a liaison between customers and various internal departments (e.g., reservations, ground staff, inflight services) to ensure a cohesive customer experience.
• Gather customer feedback and insights to identify areas for service improvement and product enhancement.
• Educate customers on Air India's services, policies, and loyalty programs.
• Monitor customer satisfaction metrics and report on key performance indicators.
• Collaborate with marketing and sales teams to develop customer retention strategies.