Associate Director

TBO-(www.tbo.com)TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.The TBO journey began in 2006 with a simple goal - to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.Today, TBO's product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.TBO's approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO's travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies.Why TBO:You will influence & contribute to "Building World Largest Technology Led Travel Distribution Network" for a $ 9 Trillion global travel business market.We are the emerging leaders in technology led end-to-end travel management, in the B2B space.Physical Presence in 47 countries with business in 110 countries.We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.An open & informal start-up environment which cares.What TBO offers to a Life Traveller in You:Enhance Your Leadership Acumen. Join the journey to create global scale and 'World Best'.Challenge Yourself to do something path breaking. Be Empowered. The only thing to stop you will be your imagination.Post pandemic: travel space is likely to see significant growth. Witness and shape this space. It will be one exciting journey.As a fastest growing B2B platform our priority is purpose-building scalable systems.Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.Fast response to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments.Position Overview:We are seeking an experienced and strategic Senior team member to lead our Net Promoter Score (NPS) program under customer Experience function. The ideal candidate will have a deep understanding of customer experience management, strong analytical skills, and a track record of driving improvements in customer satisfaction and loyalty. This role will play a critical role in developing and implementing strategies to measure, analyze, and enhance our NPS across all customer touchpoints.Responsibilities:Develop and implement a comprehensive NPS strategy aligned with the company's goals and objectives.Lead cross-functional teams to collect, analyze, and interpret NPS data from various sources, including surveys, feedback channels, and customer interactions.Design and implement NPS surveys and methodologies to capture actionable feedback and insights from customers.Utilize advanced analytics techniques to identify trends, patterns, and drivers of customer satisfaction and loyalty.Collaborate with senior key stakeholders across the organization to develop and execute initiatives aimed at improving NPS scores and customer experience.Establish key performance indicators (KPIs) and metrics to track progress and measure the impact of NPS initiatives on business outcomes.Provide regular reports, dashboards, and presentations to senior leadership to communicate NPS performance, trends, and recommendations.Drive a customer-centric culture by promoting awareness and understanding of NPS principles and best practices across the organization.Stay updated on industry trends, best practices, and emerging technologies in customer experience management and NPS.Qualifications:Master's degree in Business Administration, Marketing, Statistics, or related field.Proven experience in a senior-level role focused on customer experience management, NPS, or related field.Mandatory exp on platform like calltrick Qualtrics, Medallia, customerGauge etcMin. 12 years of experience in strategy role focusing on customer Experience required.Strong analytical skills with the ability to interpret complex data and generate actionable insights.Experience designing and implementing NPS surveys and methodologies.Proficiency in data analysis tools and techniques, including statistical analysis, regression modelling, and data visualization.Excellent communication and presentation skills, with the ability to influence and collaborate effectively across all levels of the organization.Strategic mindset with the ability to develop and execute NPS initiatives that drive measurable improvements in customer satisfaction and loyalty.Leadership skills with the ability to inspire and motivate cross-functional teams to achieve common goals.Project management skills with the ability to prioritize tasks, manage resources, and meet deadlines in a fast-paced environment.Strong attention to detail and a commitment to delivering high-quality work. PRB