Customer Experience Manager Jobs in Chennai Spa and Wellness

📋 Job Description

Jobzi is sourcing qualified candidates for Customer Experience Manager positions in Chennai's private Spa and Wellness sector. This is a full-time opportunity with a reputed Spa and Wellness Industry employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Own the end-to-end guest journey at the spa centre from booking confirmation through to post-visit follow-up and loyalty engagement
• Design and implement guest experience standards, service touchpoint protocols, and complaint resolution processes
• Measure and track NPS, CSAT, and guest satisfaction metrics and drive improvement initiatives based on data insights
• Manage the spa loyalty and membership retention programme to reduce churn and increase repeat visit frequency
• Train front desk, therapist, and supervisory staff on guest experience standards and service recovery techniques
• Handle escalated guest complaints and oversee service recovery to restore guest trust and satisfaction
• Develop and implement CRM-driven guest engagement campaigns to increase loyalty programme participation and repeat bookings

🎓 Qualifications and Requirements

• Describe how you have designed or improved the guest journey at a spa or premium service environment
• What metrics do you use to measure and track guest experience quality at a spa or wellness centre?
• How have you driven NPS or CSAT improvement at a hospitality, spa, or wellness centre in your previous role?
• Describe your experience managing a spa or wellness loyalty programme and reducing membership churn
• How do you train customer-facing staff on service standards and guest experience delivery?
• Walk me through your approach to service recovery when a guest has a significantly negative experience?
• How do you use CRM data to drive personalised guest engagement and increase repeat visit frequency?
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills