Senior Manager - Consumer Experience - Manufacturing

Role: Sr. Manager Consumer Experience

Location: Kolkata

Experience: 5-10 yrs

Education: MBA/PGDM

Skills:

Computer complaint handling, Market communication technique Market analysis and research techniques, Competitor and product and their limitations, Customer and end products and processes.

Responsibility:

- Build customer loyalty and referrals, ensuring best in class installing and complaint management.

- Ensure NPS>60%

- Ensure Time-Bound Closure of all consumer complaints

- Processes & Guidelines improvement plans for installations.

- Physical auditing of Installation sites

- Pan India stake holder training and roll out plans

- Standardized Installation Practice across the country

- Regular performance review meetings

- Standardised installation practice across the country

- Close coordination and interaction with TBSS

- Customer feedback survey is conducted for installed sites

- Continuous analysis of TBSS customer satisfaction score, Improvement in TBSS feedback processes.

- Formulation of installer strategy for distributor/dealers and 3 P service providers

- Delivery to installation turnaround time.

Priyanka Sharma
Talent Advisor
p:011-47505382, m:+91 9643726705