Assistant Manager Client Services

Assistant Manager – Client Success

Experience: 4–6 Years

Location: Bangalore

Company: The Wedding Company (TWC)

About The Wedding Company (TWC)

The Wedding Company is a tech-enabled wedding planning platform helping couples

seamlessly design, plan, and execute their dream weddings. From venues and decor to

photography, entertainment, makeup, and Mehendi — TWC brings everything under one roof

through a curated network of trusted vendors across multiple destinations.

At TWC, weddings are high-emotion, high-stakes projects where customer experience and

execution excellence are critical. We are building India's most trusted and customer-centric

wedding planning platform.

Role Overview

We are looking for an experienced and highly customer-focused professional to join us as an

Assistant Manager – Client Success. This role will play a critical part in ensuring customer

satisfaction, managing escalations, driving accountability across teams, and building scalable

customer experience processes.

The ideal candidate should be comfortable handling complex customer situations, managing

multiple stakeholders, and driving issues to closure with ownership and empathy.

Key Responsibilities

1. Customer Experience & Relationship Management

● Act as a key customer-facing point of contact for escalations and unresolved concerns

beyond the assigned Wedding Experience Manager (WEM), Wedding Planner (WP), or

Relationship Manager (RM).

● Ensure a seamless and high-quality customer experience throughout the wedding

planning and execution journey.

● Identify early signs of customer dissatisfaction and proactively resolve concerns before

escalation.

● Clearly and empathetically communicate company policies, processes, and expectations

to clients.

● Represent customer concerns internally while balancing business priorities and

operational feasibility.

● Re-engage inactive or non-responsive clients and help move projects forward effectively.

2. Escalation Management & RCA

● Own and manage customer escalations, refund discussions, and issue resolution

processes.

● Conduct detailed Root Cause Analysis (RCA) by:

○ Mapping the sequence of events

○ Coordinating with internal stakeholders

○ Identifying service gaps and accountability areas

○ Preparing structured and actionable RCA reports

● Ensure timely closure of escalations with proper follow-ups and resolution tracking.

3. Project Monitoring & Process Adherence

● Maintain central visibility across all active wedding projects and customer journeys.

● Conduct regular audits to monitor service quality, pending actions, and operational risks.

● Drive process adherence and ensure customer commitments are delivered on time.

● Support planning fee collections and assist in recovery efforts for disengaged clients.

● Track critical metrics, customer feedback, and project health through dashboards and

trackers.

4. Internal Collaboration & Continuous Improvement

● Coordinate with cross-functional teams including Sales, Planning, Operations, and

Category teams to close client loops effectively.

● Drive accountability across teams and ensure timely execution of action items.

● Identify recurring operational gaps and collaborate with leadership to improve processes

and systems.

● Contribute to building scalable customer success frameworks, reporting structures, and

operational controls.

Qualifications & Skills

● 4–6 years of experience in Client Success, Customer Experience, Operations, Account

Management, or similar roles.

● Strong communication, conflict resolution, and stakeholder management skills.

● Medium to advanced proficiency in Excel / Google Sheets.

● Strong analytical thinking and problem-solving abilities.

● Ability to manage multiple projects and priorities simultaneously.

● Self-driven, proactive, and highly organized.

Core Competencies

● Customer empathy and relationship management

● Escalation handling and conflict resolution

● Structured thinking and RCA capabilities

● Process orientation and operational rigor

● Ownership mindset and perseverance

● Strong follow-up and execution capabilities.