Manager - Customer Service Excellence - Industrial/Manufacturing

Client Profile: Our client is a leading, high technology manufacturing organisation into development & manufacture of cutting-edge-technology products and services. They are a Global organisation having operations globally - World leaders in their field. Our clients are committed to the highest standards of ethics, professionalism and employee engagement. Our clients have a highly diversified portfolio of products & services spread across multiple locations & continents. Our clients are expanding rapidly and are seeking to recruit a dynamic, senior & experienced Customer-Centric Service Excellence Manager to be based in Mumbai and reporting to the CEO. Our clients seek to hire the best-in-class talent available and will offer excellent salary/perks as per industry norms & commensurate with experience.

About Impact HR Services: We are a professionally managed executive search firm with offices in Mumbai, Bangalore & Pune. The company has been promoted in November 1994 by Mr. Prakash Kewalramani who is an engineer from IIT-Delhi and MBA from IIM-Ahmedabad with over 17 years work experience in Senior Management & marketing with reputed multinational organisations. Mr. Kewalramani is a past-Chairman of ERA (Executive Recruiters Association) and is the current Chairman, Ethics Committee, ERA. We do placements at Senior and Middle management levels with highly reputed MNC / Indian organisations across industries, across functions across India. We have also done a large number of assignments for turnkey recruitments and also placed candidates globally. We are manned by a team of 50 young professionals.

We enjoy a very high level of credibility amongst our clients and in the Indian Industry. We have successfully manned a large number of high-technology start-ups who have rapidly scaled up and provided enormous Career enhancement opportunities to the candidates placed by us in these organisations.

In the recent past we have worked on a number of Senior/CXO positions in various verticals and functions with highly reputed organisations.

We have the following vacancy:

Job Profile: reporting to the CEO, will be in individual contributor and lead the Role for delivering Sales Excellence.

Job purpose:

Making sure that the needs of the target customers are satisfied. Aim is to provide excellent customer service and to promote this idea throughout the organization. Working at various levels from head office to the front-end of the business and including:

Helping to develop and implement a customer service policy for clients

Finding ways to measure customer satisfaction and improve services

Delivering the agenda by managing cross functional team

Handling face-to-face enquiries from customers

Principal Accountabilities:(Business/People/Customer/ Process)

Driving customer centricity using consumer insights with NPS as platform.

Driving structural initiatives by influencing top management of businesses. Driving tactical initiatives by gaining buy in from various departments of businesses.

Providing business impact of initiatives facilitated in terms of incremental revenue.

Establishing efficient processes and plans in order to achieve required outcomes using process effectiveness tools like six sigma and lean management - process and quality.

Understanding of processes across the business value chain in a B2B market and providing insights to management team for enhancing customer delight.

Responsible to improve customer service procedures, policies and standards

Map customer journey in businesses, determine important touchpoints for feedback, and help execute successful implementation of the pilot by creating process frameworks.

Establish and integrate customer-centric processes in key business decisions across functions. This would involve identifying & managing culture issues, change management, governance structure, etc

Key challenges(organisation/individual level):

Full support from cross functional teams on various customer touch points and business processes

Key Performance Indicators(Qualitative/ Quantitative)

Customer Satisfaction Score (increase by xx %) in tools like NPS, etc

Customer Retention Rate / Churn Rate

Customer Lifetime Value

Reduced Customer Redressal time

Qualitative Positive Feedback from New/Existing Customer

Candidate Profile: Graduates / Engineers with MBA and 8-16 years relevant experience in B2B organisations having customer-service set-ups.

Job Knowledge/Work Experience (Preferred):

Building robust frameworks to evaluate the company's growth towards customer centricity

Working knowledge and experience in developing and implementing customer service policies and procedures

Experience in defining and communicating customer service standards/contracts

Experience in handling complex and escalated customer service issues; analyzing relevant data to determine customer service outputs; resulting into productivity & profitability improvements

Experience in managing the business value chain preferably in a B2B market environment.

Experience in leading customer service teams

Using digital analytics for mining customer feedback

Driving and implementing special projects in the area of customer experience and centricity

Experience in driving customer listening across qualitative and quantitative research mechanisms, derive insights for use in product and service strategy, and partner with business to formulate action plans

Experience in driving NPS studies within businesses and working closely with key stakeholders across levels and functions

Skills / Competencies required:

Understanding and experience of using six sigma

Familiarity with B2B business market desirable

Highly skilled at process management - service and quality

Project Management & Change management skills

Numerical and analytical skills essential

Presentation skills essential - comfortable presenting information to internal customers

Microsoft Office packages (Excel, Word, PowerPoint) - Intermediate level Essential

Communication skills

Proficiency in CRM systems, NPS tool, Digital Analytics

Interested professionals may contact Bharti (80970-65734) and mail their CV along with photograph and current CTC giving in subject: "REF:Cust.Centric".