Regional Service Manager - Customer Experience - FMCG/FMCD/Building Materials

Role : Regional Service Manager - Customer Experience

Experience : 10+ yrs

Location : Delhi

Preferred Industry : FMCG/PAINTS/CONSUMER DURABLES/BUILDING MATERIALS

Job role :

- Spearhead the growth and profitability of the business services within the designated zone.

- Ensure timely resolution of consumer complaints and fulfilment of their requirements to maintain high satisfaction levels.

- Analyze internal and external feedback to develop action plans that meet the expectations of all stakeholders.

- Develop and oversee the Services roadmap to enhance business value.

- Collaborate closely with the central services team to refine offerings, introduce regional variations, and establish pricing models.

- Coordinate with the Sales Head to drive initiatives related to services.

- Strategize with the Sales Head to deliver service solutions to consumers.

- Promote awareness of various services through on-ground activations and activities to boost business.

- Establish and oversee the consumer loyalty program.

- Lead and manage the Complaints team to promptly investigate and address customer complaints.