HCL Talent Care - AGM - Customer Experience

Job Description :

Job title : AGM - Customer Experience

Reports to Head - Marketing

Primary Responsibilities :

- Responsible for delivering the Signature Learning Experience across multiple customer touchpoints

- Interface with all customer-facing functions to deliver a uniform experience across the customer lifecycle.

- Work closely with the creative agencies to co-create artifacts within the agreed brand framework.

Secondary Responsibilities :

- Ability to work with multiple disparate teams and ensure delivery.

- Excellent problem-solving skills to get things to run smoothly as soon as possible.

- Work closely with both creative & digital agencies.

- Quick learner - needs to adapt based on specific business requirements.

- Planning, executing, measuring, managing, testing, and tracking changes and quality issues.

- Independently & actively manage all aspects of the project: scope, issues/risks, schedule, quality and online communication on a regular basis.

Qualifications/ Experience :

- Necessarily from a Services firm - preferably airline, credit card, high-end branded retail, or from Education services

- 10+ years of overall work-experience with 4+ years in Customer Service having directly handled large customer bases.

- Target organizations : Titan Tanishq, Amex/ HDFC/Citibank, Jet Airways/Vistara/Spicejet/HOTELS

- MBA from a reputed Institute ( Tier 1 or Tier 2)

- Proven track record of having run successful customer campaigns

- Empathy for customer & strong insight-driven thought process

- Excellent analytical skills and data-driven thinking

- Other key qualities include a positive attitude, ability to multi- task and meet deadlines, work efficiently under pressure with a careful attention to detail and a strong work ethic in a very fast paced work environment.

- Ability to jump from the creative side of marketing to analytical side, able to demonstrate why their ideas are analytically sound