Customer Experience/Consumer Insights Role - FMCG/FMCD

MBA Mandatory

Ctc- 12-17 LPA

- Experience in management consulting / market research or customer centricity roles with strong working knowledge of Net Promoter Score

- Mind-set to understand larger objectives of customer centricity initiatives (business & strategic goals)

- Proven experience as a project manager of large & complex projects

- Ability to analyse data & identify trends impacting business performance

- Comfortable with travelling to client location as per project demands & working with cross-functional teams to drive project deliverables

- Strong interpersonal, influencing & presentation skills with proven experience

- Competency in Microsoft applications including Power-point, Excel, Word & Outlook

Assist projects in B2B / B2C businesses to execute & embed Customer Insight initiatives (e.g. Net Promoter Score Top Down, segmentation, project scale-up & Bottom Up) to improve share of business, realization, brand equity & customer advocacy

- Assist Team Lead to develop business case / project plan for change via initial data mining, business / customer understanding to gain buy-in from relevant business leadership

- Develop customer journey in business, determine important touch points for feedback, & set up pilot scope

- Embed principles of (LISTEN, LEARN, ACT) in daily operations of the business

- Manage operational job responsibilities (consultants, IT vendor, external research partners, etc.), taking team leaders assistance mostly for critical areas & final sign off

- Closely work with cross functional teams, meet clients on a regular basis to understand process / business issues, identify opportunities to enhance business & then co-create action plan with the concerned teams

- Conduct cross functional action planning huddles across HO, zones, regions, plants to ensure problem solving, monitor actions, collaboration & sustenance

- Influence internal stakeholders & handhold in driving actions via collaboration

- Build organisation wide capability to sustain problem solving & regular actioning on improvement areas

- Maintain Spoc engagement & drive initiatives to achieve customer delight

- Facilitate national scale up by creating process and change management manuals for the business in order to sustain post CIBD exit

Market research & insights :

- Analytically evaluate customer's view via understanding customer feedback, trends, market visits, call listening, customer meets to mitigate customer pain points

- Deep dive into customer behaviour & decision making to identify insights through which we can increase their preference for our brands

- Understand Consumer segments, needs of each segments & draft strategies to delight targeted segments

- Quality deep dives into customer feedback to identify & implement tactical / structural actions impacting business positively

Partner management :

- Recruit & guide best-in-class partners (research agencies, consultants) to support process wherever required

- Reward & Recognition mailers, intelligence studies, etc.

- Manage business teams & channel partners - IT & Call Centre (reporting, survey logics, Call Centre quality, Agent hiring & training, refreshers, CXO dashboards, etc.)to ensure VOC capturing process is seamless & automated

- Assist Team Lead in formulating robust governance mechanism to ensure sustenance of customer centricity initiatives in B2B / B2C businesses

- Analyse & document as - is process to identify critical controls for seamless functioning in business.

- Work with cross-functional business teams to assess process health (via data analysis, customer visits, mystery calls / shopping, etc.)

- In depth data analysis to identify alarming trends, highlight weak process controls, risk assessment, etc.

- Formulate CXO reports to showcase improvement areas identified, potential impact & recommendation

- Assist Team Lead in getting a buy-in from functional heads on improvement areas identified

- Closely work with business teams to provide continuous direction & support to resolve improvement areas (integrate recommendations, share best practices & track re-engineered framework)

- Continuous monitoring of project deliverables & key milestones