Customer Experiences/CRM Manager - Commercial/Store Operations - Diamond Luxury Sector

JOB TITLE: Customer Experiences / CRM Manager

DEPARTMENT: COMMERCIAL / STORE OPERATIONS

LOCATION: Mumbai

REPORTS TO: Director - Retail

A. ABOUT COMPANY:

ABOUT DE BEERS GROUP

Established in 1888, De Beers is the only global diamond luxury brand that starts at source. Blending unparalleled expertise in the discovery and selection of diamonds with unique creativity and craftsmanship, the brand transforms nature's rarest treasures into distinctive jewellery designs, and is present in the most exclusive locations around the world.

De Beers is committed to ensuring each diamond it discovers creates a lasting positive impact for the people and the place where it is found. This comes with a pledge to build a better future - one that is fairer, safer, cleaner and healthier, in which communities thrive, ethical practices are maintained, and the natural environment is protected. This long-term commitment is called Building Forever.

Discover more at https://www.debeersgroup.com/

B. JOB SUMMARY:

The Customer Experience Manager's role is to create and personalize customer journeys by conceptualizing and implementing customer experience programs aimed at driving customer engagement and delight. The role will also involve customer lifecycle management, including addressing customer feedback, complaints and grievances, in line with the service standards of the company.

C. RESPONSIBILITIES

1. Create and personalize customer experience journeys by

a. Designing the customer experience journey to ensure it is efficient and delightful across all touch-points

b. Crafting audit parameters and driving service audits to measure on-ground effectiveness

c. Monitoring the effectiveness through time-bound reviews

d. Continuously striving to refine and enhance the customer experience based on feedback received

2. Customer lifecycle management

a. Drive programs to manage existing customers and reactivate dormant ones

b. Monitor customer feedback and drive improvements in the customer experience

c. Drive CRM and data collection to strengthen personalization of customer service / experience

3. Drive the company's Loyalty program:

a. Conceptualizing / curating the loyalty program

b. Creating the festival / gifting calendar and plan curated initiatives to drive the Loyalty program

c. Aiding the creation of customer service policies along with driving the implementation

d. Design and facilitate surveys to measure customer satisfaction / loyalty

e. Identifying non-performing stores/regions and work with concerned teams to resolve problem areas

4. Customer complaints and grievance management:

a. Responding to customer service issues in a timely manner and in line with the service standards of the company

b. Supporting the business with analytics and insights through data gathered on recurrent customer issues, with the aim

of continuously improving internal systems and process that hinder delightful customer experience

D. SKILLS:

- Passionate about customer delight

- Comfort with, and flair for Luxury-associated customer service

- Ability to influence without authority

- Proactive to drive role deliverables with limited supervision

- Ability to manage multiple and competing work priorities, demands and changes

E. PREFERRED QUALIFICATIONS & EXPERIENCE:

- MBA in Marketing preferred

- 8-plus years of customer service experience with at least 1 to 2 years in managing customer service escalations

- Ecommerce background necessary

- Strong working knowledge of technology especially CRM tools, Data Analytics and MS office

F. LANGUAGE SKILLS:

- Excellent written and verbal language skills [English and Hindi. Knowledge of any regional language is an advantage]

G. TRAVEL REQUIREMENTS:

The role demands that the candidate will need to work in close coordination with regions. This would involve frequent travel to locations nationally and work with inter-departmental stakeholders as Retail, IT, Marketing, Merchandising, Logistics, etc.