27/11 Priya Deshmukh
Manager HR at Bisleri

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Bisleri - Manager - Customer Care (10-15 yrs)

Mumbai Job Code: 637945

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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