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Addonix Technologies - Manager - Customer Relation - eCommerce Vertical (3-10 yrs)
Manager - Customer Relation - eCommerce Vertical
- Must be responsible for Ecomm - Feedback, client interaction, setting up process and automizing
- Develop & implement strategic plans to drive monthly business revenue goals. (KPI)
- Lead the CRM team to drive top-line revenue.
- Manage both Product and customer experience system to own the end to end CRM solution.
- Partner closely with business leaders, and Ops teams to grow the Diagnostic market segment via strategic improvements to CRM.
- Ensure smooth customer/patient experience journey and set improvement processes by analyzing root-cause, process gaps and correction/prevention.
- Own the lead management channel across all sources and build systems to optimize it.
- Own accountability for Quality Assurance and Customer Experience team outcomes and metrics.
- Plan, launch, and land future proof quality processes, frameworks, and measures, and report outcomes. Track and scale successes, root-cause problems in design/execution, and ensure business impacts.
- Ensuring timely execution of all initiatives/projects and prepare timely MIS reports.
- Streamline existing process and increase efficiency by bringing in new initiatives.
- Utilize stakeholder management to lead agendas in a matrixed, cross-functional environment.
- Think critically & initiate automation/machine learning regarding quality and customer experience. Deliver efficiencies and quality outcomes.
- Drive standardization across delivery regions on processes and methods to ensure consistency in experiences and key performance indicator (KPI) delivery
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