Assistant Manager - Customer Communication

Job Description

Looking for an Assistant Manager – Customer Communication to lead our customer engagement efforts across multiple channels. The ideal candidate will be responsible for crafting clear, concise, and empathetic customer communications, including notifications, advisories, and social media responses. This role plays a critical part in ensuring our brand voice is consistent, timely, and aligned with our customer experience strategy.

Key Responsibilities:
1. Customer Notifications & Advisories
•Draft and manage customer notifications related, but not limited to flight changes, disruptions, policy updates, and service enhancements.
•Collaborate with operations, legal, PR and marketing teams to ensure messaging accuracy and compliance.
•Monitor the impact of communications and optimize them for clarity, effectiveness, and engagement.
2. Social Media & Digital Engagement
•Oversee customer responses on social media platforms, ensuring a balance of brand voice, empathy, and quick resolution.
•Work closely with the social media and customer support teams to develop standard responses for common queries and escalations.
•Track and analyze sentiment trends to enhance proactive customer communication strategies.
3. Crisis & Service Recovery Communication
•Lead the drafting of customer advisories during disruptions, emergencies, or major operational changes.
•Partner with PR and operations teams to ensure aligned and transparent communication during crises.
•Develop playbooks for handling customer queries during high-impact situations.
4. Content & Messaging Strategy
•Maintain a repository of FAQs, knowledge base articles, and pre-approved communication templates.
•Ensure all customer-facing communication aligns with brand guidelines and tone of voice.
•Continuously refine communication strategies based on customer feedback and industry best practices.
5. Stakeholder Collaboration & Insights
•Work with cross-functional teams (CX, operations, legal, marketing, and product) to ensure seamless communication across customer touchpoints.
•Provide regular insights and reports on customer sentiment, common queries, and opportunities for communication improvement.

Key Requirements:
Industry Background: Experience in aviation, travel, hospitality, or customer-centric industries is preferred.
Skills:
o    Exceptional written and verbal communication skills.
o    Strong understanding of digital and social media platforms.
o    Ability to craft compelling, clear, and empathetic messaging.
o    Experience in crisis communication and service recovery messaging.
o    Analytical mindset with experience in monitoring customer sentiment.
o    Proficiency in tools like CRM systems, social media management platforms, and content management systems.

"At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers.
Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their – but not limited to - gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status"