Indiamart - National Head - Teleservicing

Job Summary:

- This is a P&L position that involves servicing of existing key customers by offering them a world-class service experience.

- The focus is on up-selling premium packages, client retention, ensuring customer delight through a need sensitive client servicing team and executing various marketing initiatives.

Goals:

- Grow the business in terms of topline & bottom-line

- Develop & execute annual operating plan - revenue & cost planning and forecasting

- Analyze customer feedback, draw business intelligence, review benefits of core services being offered and ensure high client satisfaction level

- Setup a system that delivers high customer retention

- Improve the efficiency & effectiveness of customer complaints resolution system

- Developing performance metrics, incentive structure, sales promotion schemes and monitoring key parameters to increase the overall productivity of the client servicing team

- Recruit, train & develop a client servicing team which is need sensitive, has a consultative selling approach & is proactive at offering highest level of customer delight

- Plan and implement customer engagement & BTL marketing initiatives

Skill Sets:

- Data analytics

- Customer focus & service orientation

- IT savvy & process orientation

Experience:

- 8-14 years of Client Servicing, Sales & Marketing experience preferably in a Portfolio Management /MF Insurance/ Telecom/ITES/Service organization

Qualifications: MBA or equivalent