Position : Customer Care Manager (Pan India Role)

Reporting to : Director - Marketing

Relevant experience : min 10 years

Preferred Industry : FMCG / FMCD

Job Location : Mumbai - Corporate office

Job Objective :

Develop and deploy systems that drive customer delight and manage consumer (end consumers and corporate) complaints in an effective and efficient manner

Key Responsibilities :

a. Consumer Care Planning:

- Understand business priorities and draw implications of it on improving consumer care capabilities, processes and systems

- Develop annual plan and budget for consumer care support activities and monitor adherence to the same

b. Complaint Management:

- Define a national consumer complaint management process and drive adherence to the same

- Guide team to operationally address consumer complaints as per the service level standards (SLA)

- Liaise with the respective regional sales and distribution team to determine root cause for the complaints

- Propose action plans to ensure the same set of complaints are not repeated

c. Consumer Experience:

- Develop guidance on improving the quality of experience across consumer's journey with Bisleri brand

- Engage with Sales and Operation teams at regions and branches to operationally execute it

Operational Excellence:

- Develop and maintain detailed documentation and MIS reports associated with customer complaints

d. People Management

- Provide inputs for the annual manpower plan and function budget in consultation with Director - Marketing and Head - HR & Admin

- Drive a culture of performance amongst subordinates - set goals, review and manage performance, guide and counsel and provide feedback on performance so as to drive an engaged, motivated and committed team

- Develop the capabilities to take on higher responsibilities while performing the given/in-charge responsibilities at various levels within the functions

- Participate in succession planning and recruitment of critical Senior & Middle Management positions within Marketing

- Oversee training of teams to meet the requirements of the role

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