Job Description - Lifestyle Manager
About Pinch
The last decade and a half has been dedicated to the rise of convenience in every way. Organisations, one after the other, have created products and services which make the life of customers convenient. Yet the pain, pressure and stress of the modern world has not really reduced, leave aside going away.
At Pinch, our dream is to transform the physical environment of a family and help them create space for the truly important things, allowing them to focus on themselves and their mental well-being to build a meaningful life, filled with purpose and joy. We wish to build a home management system, which not only does the daily chores, seamlessly and effortlessly, but also preempts the needs of our customers, enhances their lifestyle in every aspect while giving them the peace of mind to focus on achieving more in life.
With our monthly plan, we combine services such as housekeeping, maintenance, food & nutrition management, grocery resupply, and laundry management, tailored to the unique needs of each family. On top, a dedicated Lifestyle Manager helps them with any miscellaneous home requests, from decorating home with fresh flowers to arranging repairs or planning the next holiday. Basically, anything and everything our customers and their families would need to live a comfortable, convenient, healthy, guilt-free, and inspired life.
How will we do it?
There are three fundamental aspects of our business model which will help deliver this life-transforming service:
- Lifestyle Manager: Armed with irrefutable professional attention and effective anticipation of needs, our dedicated team helps customers with everything from sending flowers to recommending the latest home products.
- Trained Professionals: Customers are served by a team of home specialists who handle all housework. If they already have a helper, we will have them trained by us to maximise their potential.
- Technology: Our back-end system incorporates an algorithm that remembers preferences and generates instructions to meet our customers’ home goals.
The Lifestyle Manager – An Extension of the Customer’s Family
A Lifestyle Manager at Pinch is deeply empathetic, has a natural attitude towards helping people, and is committed to improving lives for the better. S/he is warm, courteous, patient, and a good listener with an eye for detail. S/he is able to not just solve for what the customer asks, but even anticipate or pre-empt their needs.
Responsibilities of a Lifestyle Manager
1. Customer Onboarding
- Understand the prevailing context in a customer’s life with respect to the services we provide.
- Explain how Pinch can help ease the customer’s life in a transformative manner.
- Handhold and onboard the customer seamlessly onto Pinch’s ecosystem.
2. Solution Deployment
- Define and agree upon the interventions needed for fulfilling customer requirements.
- Deploy a set of trained domestic helps and undertake periodic supervision of their work.
- Assign errands to Operations Associates and monitor them for completion to the family’s satisfaction.
3. Partner Management
- Work with Pinch’s central partner ecosystem to deploy solutions.
- Onboard and work with local quality partners in the immediate vicinity of the customer’s location.
- Oversee the quality of work done by partners and provide feedback to central teams.
4. Customer Lifecycle Management
- Have deeper dialogues with the customer that ease them into the Pinch journey across the 5 stages: pain, convenience, pleasure, delight, and transformation.
- Educate and enable customers to adopt a wider range of Pinch’s services.
5. Customer Feedback & Service Improvement
- Determine customer satisfaction and identify areas of improvement.
- Iterate the solution design to continually enhance customer service.
- Raise and highlight any complaints or grievances to the relevant teams for resolution.
Who are we looking for?
- Passionate about the cause the company is working towards.
- Self-motivated and loves taking initiative.
- Growth mindset, focused on improving business outcomes.
- Able to hustle, loves being out on the ground, and is willing to get his/her hands dirty.
- Focused on problem-solving with a solution-oriented mindset.
- Excellent team player with the ability to multitask.
Qualifications & Preference
- Qualification: Graduate/Post-graduate.
- Preference: 2+ years of overall experience, of which at least 1 year is in a customer-facing or relationship management role.