Posted By
Posted in
SCM & Operations
Job Code
286023
Purpose :
The jobholder is responsible for articulating customer advocacy vision and strategy in order to achieve Customer Service Excellence
Main Priorities :
Strategic and Transformation :
- Articulating customer advocacy vision and strategy to achieve - Customer Service Excellence
- Building service model on - Customer Advocacy and ensure nationwide implementation.
- Creating customer experience process/ procedures and implementing business proposals accordingly.
Driving Customer Centric Transformation initiatives through various service offerings such as :
- CRM Strategy & Roadmap
- Implementation Diagnosis
- Single View of Customer
- Customer Experience Evaluation
Execution and Project Management :
- Facilitating change in customer experience and applying innovative approaches based upon analytical evidence
- Interacting with various vertical Heads to design special outreach programs/drives/campaigns for key customer engagements.
- Driving key customer engagements in India to ensure customer Advocacy and relationship management.
- Plan and schedule timelines and milestones for outreach programs using appropriate tools and delegate tasks and responsibilities to appropriate personnel
- Define project success criteria and disseminate them to involved parties throughout project life cycle
- Conduct project post mortems and create recommendations report in order to identify successful and unsuccessful project elements
Skills/ Knowledge :
- Customer service skills
- Good relationship management skills including stakeholder management
- Comprehensive understanding of finance issues, budgeting and cost benefit analysis
- Sharp understanding of Project Management methodology and techniques and translating the same into speedy and viable action.
- Commercial and business awareness
- Sound communication and Presentation skills
- Persuasive, encouraging, and motivating
- Strong interpersonal skills
Experience :
- At least 12+ years of related experience in customer management, service roles and marketing assignments
- Experience with consumer durable/ FMCG / Banking / Consumer Electronics industry would be an added advantage.
Competencies :
Strategic Capability :
- Is able to plan key strategic initiatives for the Company to achieve Net Promoter Score (C-SAT), innovation and customer engagement levels in the Indian market. Has a sophisticated understanding of the key factors influencing the business, including competitors. Has the ability to actively spot key action trends, opportunities and performance levels
Analytical Skills :
- Able to analyse business needs, understand and evaluate alternate solutions and deliver operational efficiency
Decision Making :
- Considers financials, risk and the potential impact of actions on all parts of the business
Delivering Results :
- Sets and meets challenging objectives, ensures that work group is characterized by high standards for continuous improvement in performance
Innovation :
- Creates new opportunities rather than just seizing the obvious existing ones
Relationship Management :
- Develops cooperative working relationship with Senior Management Team, Key Partners, Customers and Colleagues. Establishes rapport and a network of contacts. Draws on expertise outside of the immediate team and acts as a resource to assist other teams in delivery
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Posted By
Posted in
SCM & Operations
Job Code
286023