Manager - Customer Experience

- To create customer-centric strategies for capturing customer's perspective and foster customer loyalty towards the company and provide an elevated experience with a blend of brand identity reflection and personalization

- Process Contributions

- Identify specific customer segments for targeted interventions and approve the content and budgets for the communications and engagement

- Design, develop and approve internal processes/ systems for tracking customer ageing, developing targeted customer scheme and identify business opportunities aligned with the overall strategy of the company

- Design and approve the annual customer communication/ engagement calendar and seek necessary budget approvals

- Design, develop and approve the customized/ personalized engagements for identified customers based on their preferences and lifestyle needs during special occasions like birthdays, anniversaries etc. to build lasting relationships

- Design and approve customer research which includes customer satisfaction scores, dormancy rates etc. and identify events for improvements

- Develop systems and policies to capture and document customer preferences from interactions of store staff

- Create, review and approve the segment wise annual customer budgets for retail marketing activities and track the expenditure as per the allocations

- Approve the proposed countermeasures to handle social media sentiments towards the company and coordinate with relevant stakeholders within Titan to improve its online presence through active listening

Behavioral Skills:

Customer Centricity

- Clarity of thoughts and Vision

- Interpersonal Effectiveness

- Influence for Impact

- Ambiguity tolerance

- Knowledge

- Knowledge about the luxury segment customer needs and lifestyle requirements

- Operations experience

- Marketing experience

- Customer analysis