Purpose of the role

This position manages and owns the entire customer life-cycle process at a circle/ zone level. This includes customer on-boarding, service recovery, up-selling, churn management and CSI. Inventory management of assets and maintaining MSL are also key deliverable from this position. Other cost parameters like productivity, cost/install, and secondary cost are key KPIs. The incumbent has to build a dedicated, committed & well engaged team at the zone level & continuous focus on people capability building.

Deliverables

- Ensure processes are geared to meet CSAT scores to enhance the customer experience during installation and service recovery

- Analyze partner performance across the zone and implement strategies to ensure performance against set targets.

- Manage growth through resource planning, maximizing automation and self care usage

- Managing the team of Territory Managers for driving productivity

- Optimize resource deployment across geographies

- Provide leadership in project management and take decision and make recommendations

- Basis the periodic audits, provide market/business insights across departments

Major Challenges

- Managing 60-80 service partners and bring in uniformity of service experience for the end customer.

- Inventory Management - Maintaining stock levels of various components

- Reduction of Cost of Serving the end customer

- Customer Sensitivity - Driving team members to ensure high standards of customer service.

Key competencies

- Customer Focus

- Experience of field (I&FR) customer engagement

- A keen planner and implementer with insightful experience in handling operations entailing planning, budgeting, and resource deployment.

- Comprehensive understanding of diverse systems, functional imperatives & metrics, strategic and tactical intervention. Capable of taking independent decisions.

- Exposure to Customer service or Telecom business in similar customer service role.

Education - B.Tech and MBA from Tier 1 Institutions

Work Experience - 4-10 years. Experience in consumer durables is preferred

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