Role Overview:

Elite Matrimony is seeking a seasoned Service Leader to head customer operations for its Elite segment across South India. This role is exclusively focused on elevating customer experience and loyalty through personalized high-touch service delivery. The ideal candidate is someone who truly lives by the principle that Customer delight is not a metric its our mission. They should be responsive flexible and passionate about serving high-value clients while driving consistency in service excellence.

Location: Chennai
Regions Covered: Kerala Karnataka Andhra Pradesh Tamil Nadu & Telangana
Location: Delhi
Regions Covered: North East West & Central India.

Key Responsibilities:

Service Leadership

Lead and manage Elite service operations across the Region ensuring a culture of excellence empathy and responsiveness. Ensure delivery of premium and personalized experiences to all customers with a focus on retention and satisfaction rather than transactional resolution.

CSAT NPS & Service Metrics

Own and monitor key service KPIs such as: Customer Satisfaction Score (CSAT) Net Promoter Score (NPS) First Response Time Resolution Turnaround Time (TAT) Customer Effort Score (CES). Establish governance for periodic service audits RCA (root cause analysis) and continuous improvement.

Upsell & Cross-Sell (Service-Led)

Leverage moments of customer delight and trust to recommend suitable upgrades or service extensions. Ensure RMs are trained to identify opportunities naturally during relationship-building conversations never at the cost of customer trust.

Customer-Centric Culture

Build and embed a 24x7 service mindset within the team. Customer delight is not a metric its our mission. Treat every client as a long-term relationship not a short-term ticket. Handle escalations with urgency empathy and ownership.

Team Management

Lead a team of Head - Member Experience and Relationship Managers ensuring accountability motivation and goal alignment. Inspire performance through constructive feedback coaching recognition and clear consequence frameworks that align with business goals.

Cross-Functional Collaboration

Work closely with Sales Product and Tech teams to resolve service challenges influence roadmap changes and elevate the customer journey.

Change Agility

Adapt quickly to new tools systems or processes rolled out to improve customer experience. Be proactive in leading pilots feedback loops and innovation in customer servicing.

Candidate Profile:

Experience:
- 1520 years in customer-facing roles.
- Minimum 710 years in a senior service management role ideally handling premium or HNI clientele.

Languages: (South)
- Mandatory: English Tamil & Telugu
- Preferred: Malayalam Kannada

Languages: (ROI)
- Mandatory: English Hindi
- Preferred: Any other Regional like Marathi Gujarati Bengali

Core Competencies:
- Deep understanding of customer analytics RCA and service dashboards.
- Strong leadership and team-building experience.
- Excellent communication empathy and interpersonal skills.
- Proficient in-service improvement methodologies like Six Sigma Lean or equivalent frameworks.
- Agile and comfortable with change management.

Preferred Industries:

• Luxury Hospitality (e.g. Taj Oberoi Leela)
• Premium Concierge & Lifestyle Services
• Wealth Management Client Services
• Premium Real Estate Customer Experience
• HealthTech/EdTech HNI Relationship Management
• Aviation Ground Services / Lounge Operations
• Customer Success SaaS or Subscription Models

Compensation:

CTC: Open and commensurate with experience and expertise.

Would you like to be part of a team redefining elite matchmaking experiences across India Join us and lead a region thats transforming lives with every match.

Required Experience:

Director