Greencell Mobility - Head - Customer Experience

An enthusiastic professional with sound business acumen who can implement creative problem-solving techniques to enhance efficiency. Overseeing the development and implementation of company-wide initiatives that improve customer relations and brand loyalty Proven track record in expanding the client base & enhancing profitability by developing new business opportunities in the domestic market.

Responsibilities:

- A result-oriented professional with rich and extensive experience in Service Quality Management, Customer Life Cycle Management, Business Planning, Operations Management, and Account Relationship Management.

- Customer delight ambassador, having dexterously improved customer service & user experience by aligning and working closely with cross-functional teams

- Skilled in translating business needs into technology requirements and managing -Migration Projects from needs analysis, and requirements definition to vendor, implementation, and training.

- Evolved strategic digital transformation plans that leveraged business enablement, reduced costs, and streamlined operations to ensure competitiveness in the market.

- Formulated & implemented processes for improving the timeliness of service delivery and ensuring better customer lifecycle management.

- Spearheaded business transformation initiatives & setting processes for delivering customer-centric solutions with high impact.

- Streamlining the entire operations by automating the manual systems, establishing SOPs, frameworks & standards and acquiring the right talent, motivating & guiding teams in achieving goals, and consistently tracking performance and ROIs.

- Proven experience in achieving business goals in a highly competitive environment with outstanding knowledge of both technical & business sides.

- Should have handled tasks such as business planning, forecasting, and data analysis & implemented in line with business requirements of future products at client end systems to realize operational efficiencies.

- Responsible for the operation management of buses and expansion of cluster fleet in the region

Skills:

- Expertise in Managing the day-to-day operations

- Recruiting and mentoring staff

- Create effective customer service procedures, policies, and standards

- Implement an effective customer loyalty program.

- Managing a customer base and developing plans to increase business

- Maximizing growth and profitability

- Ensuring that high levels of service are maintained

- Liaising with key customers to make sure they're satisfied with the depot's performance

REQUIREMENTS

- A bachelor's in Business Administration or a similar area.

- 15+ years' experience in customer service.

- Good knowledge of Microsoft Office and customer service software.

- Excellent communication skills.

- Good knowledge of management practices and techniques.