About the Customer Experience Team  We will be the voice of our customers to the company and the voice of the company to our customers  We will own and deliver on our organization's value proposition of providing service that - Wows- our customers at every single interaction  We will be responsible to define, create and improve on providing - the best customer experience in the industry- founded on the principles of empathy, understanding, resolution and great communication  We will provide insights from customer interactions to help to improve customer centricity of every employee in the organization and make them understand what our customers love and what they don- t   We will work with team across the organization on projects and initiatives to improve our association with customers across four key dimensions - Ease, Engagement, Trust and Advocacy   We will run customer advocacy operations in an efficient manner making the best use of technology, streamlined processes and building a talent pool that's fanatic about customer centricity while having a deep knowledge of overall business fundamentals  What is the Role and Level- Customer Advocacy Operations Lead (Senior Manager/Manager)  What does this role mean in the organization-   The Customer Advocacy Operations Lead will head the entire Contact Centre operations responsible for delivering awesome experience to our customers in all interactions across channels. This role is a critical part of the Customer Experience function's leadership team and hence would be called upon to contributing to the design and execution of the organizations overall experience value proposition through a very high degree of cross functional collaboration.  What will we expect from you-   Set up(Understand all critical dimensions - channels i.e modes of communication, talent, training, employee retention, customer retention, customer communication and issue resolution policies, customer satisfaction measurement) and Lead the Customer Advocacy Operations (Contact Centre) to service customer interactions across all product lines   Scale up the operations in line with overall business and product line growth   Contribute to defining an organized, efficient and effective - operating model- ( Team Structure, Front Office Vs Back Office) for Customer Advocacy Operations by partnering with other functions  Partner with the Customer Experience Capability Building function to define and establish strong fundamentals - talent composition, hiring strategy, training approach, Business Intelligence and MIS, Service Quality etc.  Manage the operations in line with agreed budgets and targets. Provide insights from Business Intelligence and reports to establish the business case for changes that are required  Lead, develop and direct the team, by appropriate performance management, engagement and development of the team  Partner with the HR function and Sponsor and end to end talent engagement framework that is tailored to enable the team to deliver great customer experience  Qualification criteria  Post Graduate Degree in Management  9 - 12 years of experience in leading large service orientated teams or units in the contact centre space (largely managerial experience)  Proven ability in scaling up of operations   Experience and understanding in handling customer experience in a services or product environment that has seen significant digital transformation   Latest industry knowledge in the latest contact channel strategies  Demonstrable experience in improving customer experience measures through operational improvements or cross functional projects  The ability to engage with, wow and inspire confidence across stakeholder groups

Bangalore

Senior Manager - Customer Advocacy - Customer Experience Team 

Senior Manager - Customer Advocacy - Customer Experience Team  ,Job Description for Senior Manager - Customer Advocacy - Customer Experience Team  in MFX Infotech in  Bangalore for (9-12) years of experience. Apply Now!

Job Description for Senior Manager - Customer Advocacy - Customer Experience Team  in MFX Infotech in  Bangalore for (9-12) years of experience. Apply Now!