Customer Experience Manager

About Pickyourtrail (PYT)

Pickyourtrail (PYT) is an expert co-creator of super hit customised holidays. We are the perfect partner to the designated travel planner/s of every group - big or small. Our service, customisation and expertise help us deliver super hit holidays and make the planner the hero of the holiday.

The mission is simple: to make customized international travel easy, reliable, and uniquely memorable. Candidates are invited to join the team in shaping the future of global exploration!

Why work with Pickyourtrail

Pickyourtrail is one of the very few travel startups that has not only survived the pandemic but have significantly expanded, increasing our product portfolio to now include domestic staycations and global markets in addition to our India outbound market.

Despite the tough circumstances surrounding the pandemic, we have managed to maintain and, in fact, grow our Glassdoor rating to 4.2 out of 5.

Key benefits:

• High Impact Opportunity

Leisure travel is on a major uptick, much like online meetings were in February 2020. This presents a unique opportunity to utilize your experience to accelerate the organization's growth and achieve desired objectives.

• Growth:

Work alongside seasoned travel entrepreneurs and marketers, gaining invaluable experience in a high-growth sector

• Autonomy & Ownership:

We empower our team members to take full ownership. You are responsible for the full, end-to-end execution of all strategies and the delivery of measurable results.

Role Brief

At Pickyourtrail, we don't just plan tripswe craft experiences people remember for a lifetime. And this role sits right at the heart of that.

We're looking for someone who can own the customer journey end-to-end, lead our on-trip support like a pro, and build a team that truly puts customers first.

What You'll Own

1. End-to-End Customer Experience

• Design and continuously improve the entire customer journeyfrom trip planning to post-trip engagement
• Build strong feedback loops and turn insights into action to improve NPS, CSAT, and retention
• Work closely with sales, product, supply, and tech to ensure a seamless experience across touchpoints
• Own escalations and negative feedbackdrive quick resolutions and long-term fixes

2. On-Trip Support Excellence

• Lead the concierge team delivering 24/7 real-time support to travelers
• Ensure customers feel supported, informed, and cared for throughout their trip
• Train and enable the team to handle high-pressure situations with confidence
• Drive proactive communication and structured winback strategies for unhappy customers

3. Team Leadership & Culture

• Hire, mentor, and manage high-performing CX and on-trip support teams
• Set clear KPIs and performance standards
• Build a culture of customer obsession, accountability, and continuous improvement
• Identify and groom future leaders within the team

4. Data & Continuous Improvement

• Use customer data and feedback to identify gaps and improve experiences at scale
• Track trends, recurring issues, and fix systemic problems proactively
• Partner with product and tech teams to improve tools (app, CRM, automation)
• Bring a strong data-driven mindset to every decision

Who this Role is perfect for

• 6+ years in Customer Experience, Travel operations, or Concierge Services
• Minimum 2+ years managing teams in high-intensity, customer-facing environments
• Strong track record of improving CSAT/NPS and handling escalations
• Someone who thrives in real-time problem-solving and crisis situations
• Highly data-driven, but equally people-focused
• Excellent communicator who can lead teams and calm customers alike