Spectranet - Senior Manager - Customer Experience

Position Summary:

Own the customer life cycle and track satisfaction across the customer life journey.

Define and implement standards/procedures for ensuring optimal customer experience. Set benchmarks, monitor and report on the activities across the organization to ensure compliance with acceptable standards of customer satisfaction

Partner with the Business excellence, Customer support, Digital, and Social media teams to reach out to customers, identify gaps, improvement opportunities. Work across teams to resolve issues and provide quick response to inquiries. Establish communication mediums through which customers can readily contact the company and vice versa.

Liaise with the product and creative teams to ensure delivery of high quality products and services communications with an objective of widening and deepening usage.

Partner with the leadership team to continuously learn and help evolve the organization into a customer centric company. Champion customer centricity in the organization, train and build a V-team of customer satisfaction ambassadors.

Plan and execute market research studies to discover new techniques necessary for improving customer experience. Utilize CRM tools and manage agency relationships in coordinating and monitoring customer experience operations.

To be successful in this role you will require focus on details, program management skills, thorough understanding of customer experience management principles, influencing skills, and cross group collaboration skills.

Key Responsibilities:

1. Be the customer's champion in Spectranet

2. Own Customer Lifecyle and Satisfaction

3. Set Benchmarks for satisfaction

4. Track, Analyze and report insights on customer satisfaction. Deliver insights and analysis to achieve targets as per the Annual Operating Plan

5. Partner across teams to building and land campaigns to drive activation, widen and deepen usage and minimize churn

6. Build and train customer centricity champions across the organization

7. Review current processes to drive improvements from customer's perspective

8. Increase in life on network and reduce CS call volume and reduce churn

9. Analyze market and develop competitive insights on customer experience management.

10. Establish thought leadership for Spectranet on external forums on Customer centricity

POSITION REQUIREMENTS

Level of Education

MBA from a reputed college/university

Experience & Knowledge

1. Good technology understanding of applications, IT, networking, etc. used in businesses and enterprises

2. 5 to 8 years of experience, with at least 2 years in a relevant customer experience or customer lifecycle management role

Desired Behaviours & Alignment

1. Driven and hungry for growth (aggressive)

2. Innovative and full of ideas

3. Attention to detail

4. Execution focused

5. Loves interacting with people

6. Passion for technology

7. Customer and business orientation

8. Strong planning and project execution skills

Spectranet Values

The following are values that Spectranet expects in its team - new or existing.

1. Talent

2. Ownership

3. Amazing

4. Customer Delight

5. Urgency