Exp: 7 - 15 Years
- At least 4 years experience in customer relationship management (CRM), project management or equivalent.
- Experience in a sales management capacity, or Strategy/Sales Operations roles in BFSI industry or IT industry.
- MS Office - A good knowledge and hands on experience of Excel, Word and Power-point o Adept in new technologies and train people around it.
- Exceptional verbal/written communication skills
- Should have team handling (direct and indirect) experience
- High process and quality orientation
- Excellent strategic, problem solving, analytical, presentation and communication skills. - Preferred
- Experience with Financial sector, Hospitality Industry.
- Experience of working in a start-up
- Experience in leading programs
- Comfortable crafting and communicating insights from data, as well as attention to detail and an interest in metrics/understanding trends and patterns in business performance
Key responsibilities:
Strategy and Leadership:
- Identify, structure, and lead key strategic initiatives and business programs and sales operation - Designing and keeping the process fresh to align with customer acquisition, retention and maintaining strong relationship
- Help support the Sales leadership in developing the market's business plan, go-to-market strategy and support to execute programs.
- Analyze and develop deep insights on business and core performance metrics in view of business reviews. Align with cross-functional departments
- Drive operational excellence (business growth, opportunity, health and performance metrics - Work with a broad base of stakeholders to troubleshoot issues across all stages of the business cycle to improve overall performance. Ensure stakeholder issues are resolved in a timely manner - Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement
- Taking initiative and removing in-efficiencies from the system
- Handling overall performance of team
- Preparing Pitch Scripts & presentation decks for the team along with team leads - Coordination with Tech team for consistently adding features which can improve team efficiency
- Quality Checks via Audits for applicable processes
- Implementing best practices for Customer Service to lead maximum customer satisfaction - Razor sharp Focus on making customer journey simpler to ensure maximum conversion and consistently reduce frictions
- Facilitating administrative and operational supports to the team of Channel Partners for smooth functioning
Analytics:
- Capacity,escalation-management and BCP planning to ensure that we are available for our customers, when they need us
- Defining metrics and tracking Daily, weekly and monthly numbers
- Root cause analysis
- Monitor and maintain the quality of interaction with customers and partners(Audits & Quality Improvements).
Relationships:
- Create a transparent working environment to ensure associates voice is heard and if necessary,appropriately acted upon.
- Attrition Handling
- Training of Agents
- Maintaining a strong culture of identifying problems and solving them.
Didn’t find the job appropriate? Report this Job