Head - Customer Experience - Tyre - APMEA

- Apollo Customer Service (CS) is mainly product customer service ie. reactive CS For e.g. CS team only handled any complaints / issues of customers who have already bought the tyre. They now want this Customer Experience Manager to be pro-active in approach i.e move towards customer excellence, do trend analysis, metrics & market research to see that in next 2 years what kinds of trends are evolving in the indian market so that Apollo can proactively engage with the customers on many other existing & new/ untouched touch points.

- They want a person to strategize & make a strategy to encompass all touch points of a customer to raise the customer experience. He needs to leverage the inputs of the contact centre and enrich the customer exp. This is a IC role.

For eg : Right now they connect with a customer only for sale/ resale / After sales service of tyros. This guy needs to see how Apollo can extend their CS to other aspects too like ending reminders to customers that their service is due/ to check the vehicles to see if the vehicle structure is good for the tyres or is such that the tyres get spoilt faster etc

Reports to : Head, Customer Service - APMEA

Organization Unit / Location : APMEA

Level : D

Location : HO, Gurgaon

Main Purpose of Job (Why job exists/what it must achieve) :

- To support the true execution of customer segmentation and to help build customer experience strategies across all segments

- To support programmes that will help extract incremental share from the market place through deep analytics of customer databases and trends

- To mine data and support service strategies and validate their success

- Ensure monthly reporting and MIS

Main Responsibilities / Job Summary :

- The core responsibility of this vertical is to create service differentiations in the market, build customer connect, understand customer insight and build technology solutions to deliver customer experience

- Work closely with Marketing, Sales and R&D to ensure that the Voice of the Product & Customer reaches all internal stakeholders.

- Articulate and deliver Customer pain points during New Product Development, VOC Council

- Lead the digitization journey for CS to ensure industry best customer experience

- Track customer interactions and crunch the data to understand individual customer behavior and measure the effects of manipulating journey variables

- Work closely with Marketing to devise relationship campaigns and then design segment based targeted programs

- Drive Contact center responsibilities to Manage Product & Customer life cycle and CVM, ensuring repeat purchase

Analyze and drive CSAT findings for improvements :

- Leadership in 16 Power Brands

- Deliver One Apollo Experience

- Build and deliver digitization Journey

- Deliver Contact Centre P&L

- Articulate and mitigate Product & Customer pain points

- Publish business insights at defined frequency

Skills & Knowledge Requirements (Abilities / Knowledge & Expertise in field) :

Preferred Skills :

- Operational or Strategic exposure to contact centres

- Analytical and quantitative skills

- Market Research skills with survey results and analysis

- Value Proposition creation

- Customer Experience definition

- Customer Segmentation techniques

Internal Reportee :

- Contact Centre Manager

- CX (Technology & Analytics) Manager

- VOC & Market Research Manager

- MIS & Reports Manager