Head - Customer Experience - Automobile Manufacturer

Pre-Sale Experience:

- Strategize new initiatives to make "life simple" for prospective customers in order to enhance the pre-sales experience

- Manage Lead outsourcing partner relations including partner selection and negotiation, reviewing partner operations

- Review the retail performance of lead outsourcing and guide the team to build cost efficiencies and way ahead to deliver at optimum cost,

Customer Relationship Management

Call Centre:

- Strategize plans to develop call Centre as a one stop shop for customers.

- Strategize on requirements and setups of call centers across India, Evaluate regularly the call centre deliverables as a BPO, Build strategies to drive customer relations through call centre, manage partner relationship and evaluate need for new/ additional partners

Complaint Management:

- Directing the team to design the customer complaint management workflow and escalations, designing the escalation desk for all top management escalations, monitor the communication and training w.r.t the workflow to all stakeholders and users

Customer Lifecycle Management:

- Directing the team on designing and developing customer engagement platform & activity, handhold and guide on customer segmentation policy, review and monitor service expectation and activities around segmentation.

- Coordinate with other verticals/ function for driving revenue generation through loyalty activities and customer segmentation.

- Develop strategy on communication channels for customers depending on need, value and cost.

- Intervene and resolve any concern of the team on data analytics on IT.

Direct Communication:

- Guide the team to standardize all direct customer communication through SMS, emails and calls and provide direction while drawing up policies for customer communication and enforcing the same.

Customer Satisfaction - Retail Standards & Excellence:

- Conceptualizing the strategy to capture Voice of Customer, lead the team to define customer experience and covert into standard, directing team on methods and modes of capturing positive experience and guiding them to covert the same into promises.

Measurement & Audits:

- Support team in detailing a simple sales and service SOP and process that can bring in quick and easy adherence and customer delight

- Develop continuous retail initiative and audits to drive set retail standards

In order to ensure adherence to defined retail processes which lead to best in class customer experience.

Technical/ Functional competencies:

- Experience in building customer experience strategies

- Process knowledge

- Awareness of customer requirements

- Call center expertise

- Expertise in Complaint Management and Service Recovery

- Partner Management

Companies Leadership Practices:

- Strategic Capability

- Customer Focus

- Taking Ownership

- Interpersonal Effectiveness

- Drive for results

- Business Acumen

- Innovation Management