Manager, Member Success

Manager, Member Success

 

Job Summary

Manager, Member Success is a member of the Member Success team in Gurugram India, reporting to the Director, Member Success. Member Success Managers lead a team of professionals who act as front-line relationship managers to GLG Network Members, a network of business and investment leaders that are driving industry decisions throughout the world. 

 

Key Responsibilities:

• Own the customer experience through a team of Member Success Associates
• Demonstrate a strong knowledge of GLG products, processes and workflows
• Effective performance planning for self and team, including time management and self-organization
• Achieve stretched targets (CSAT, NPS etc.) and be able to make decisions and manage complex and difficult employee situations
• Prepare weekly and monthly performance reports and suggest business Improvement Ideas basis the trends
• Handle escalations
• Coach Team Members on processes and procedures for own products and to ensure the team follows the GLG compliance framework at all times
• Oversee day-to-day teams' operation and performance and create a healthy and motivating work environment
• Conduct regular team meetings to communicate goals, objectives, and performance expectations
• Listen to team members feedback and resolve any issues or conflicts
• Communicate operational plans as applicable to the team, including managing volume of work within the team & reporting on productivity and other targets as required

 

Required Skills:

Authority/Decision Making   

• Ensures delivery of an excellent customer experience in all customer contacts by analysing customer feedback and doing regular Quality Audits
• Communicates performance updates, and improvement initiatives to stakeholders in manger meetings and other forums
• Acts as first point of contact for customer escalations, leads by example and act as a positive agent for change
• Follows standard procedures for escalations and implements process improvements within own team
• Goes above and beyond to solve problems adapting as appropriate to problem-solving issues
• Takes responsibility and accountability for managing people, resources, targets and performance of the team so that all customer satisfaction, quality of service to customer, cost and productivity targets are achieved whilst minimising the number of complaints

 

Skills/Experience  

• 8 to 12 years of international market experience, preferably in customer service.
• Minimum 4 years of team leadership or 1 year of managerial experience with direct reports.

• Proven ability to collaborate and build strong relationships with Customers and Stakeholders
• Demonstrated proficiency in managing stakeholders across various levels, from direct manager to executive leadership.
• Strong analytical skills with the ability to interpret data and make data-driven recommendations.
• The candidate should be capable of displaying and demonstrating a proven track record in collaboration, prioritization, problem-solving, critical thinking, and influencing skills."
• Excellent communication and interpersonal skills, with the ability to interact effectively with Network Members and team members.
• Excellent people management skills and open to work in night shift with a flexible approach towards 24*7 work environment.